Helpdesk Specialist

We motivate. We empower. We lead. We follow. We laugh. We succeed. ACS offers innovative and effective outsourcing solutions for clients around the world. We deliver higher quality, increased productivity, and lower costs. Can we do that for you? Sure we can. For business process outsourcing (BPO) and information technology outsourcing (ITO), ACS is not a product, we're services. We're people making technology work. We'd be glad to demonstrate the ACS advantage. Let us tell you about our world-class people, our company, and the "can-do" attitude that motivates us to deliver nothing less than the very best. Helpdesk Specialist Job Description:We're here to help.In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.May perform one or more of the following:Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.Coordinates special projects and system upgradesFunctional Description:Troubleshoot and resolve simple to complex computer hardware, software, and/or network operating problems on the phone with City of Memphis employees. Use Windows and specialized applications to diagnose, analyze, and resolve computer and network problems. Troubleshoot email, telephone, and network related communications problems; e.g., in a LAN/WAN environment, applying knowledge of LAN/WAN wiring, standard cable connections and wire closets. Takes appropriate corrective action, interfacing with other staff as necessary. Performs level one system administration functions on user network accounts (ie. resetting passwords, updating client information, unlocking accounts, etc.)Effectively and accurately articulate assessments of computer and/or network problems to team members, customers, and management. Effectively managing incoming help requests from end users via telephone, e-mail, and fax in a courteous manner. Communicate with internal and external customers at all management levels of organization with highest standards of quality.Effectively document all pertinent end user identification information, including name, department, contact information, and nature of problem and path to resolution or escalation accurately, and with a level of competence that reflects intermediate or advanced knowledge of modern computer technology. Appropriately escalate problems (when required) to the correct queue(s).Apply critical thinking skills with use of diagnostic utilities to aid in troubleshooting and resolving computer hardware/software, and network problems. Access software updates, drivers, organizational and product-specific knowledge bases, and frequently asked questions resources to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Educate end users or other technicians on technical issues.If needed, can perform hands-on fixes at the desktop level, including installing, configuring, and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved. When applicable, can perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users and other technicians when needed.Ability to adapt to organizational and departmental changes.Other duties as assignedACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.Expected Travel Time: None