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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: This senior-level professional is a seasoned individual producer who applies an advanced, in-depth knowledge of technical concepts, practices and procedures.Incumbents are fully competent to work on complex assignments and perform a full range of technical support activities.The incumbent may act as a member of quick-response user-support team and will often work under demanding deadlines, operating independently to resolve complex end-user problems.Errors will likely cause visible delay, expense and/or disruption to the end-user.May act as a functional/team leader. Individuals must be able to use mature judgment in assigning personnel without causing unnecessary delay to client. Duties require a variety of strong computing, data communication and telecommunication skills, familiarity with various diverse operating environments, applications and equipment, and will vary depending upon the end-user(s) serviced. Researches, tests, evaluates, and recommends technology, platform, network systems and/or other related services. Tests and evaluates hardware and software to determine efficiency, reliability, and compatibility with existing system , using various types of equipment. Conducts surveys to determine user needs. Analyzes test data and recommends hardware or software for purchase. May design and develop complex software interface programs. May write technical specifications to send to vendors for bid. Assists users to identify and solve complex data and/or voice or other communication problems. Develops and writes procedures for installation and use. Responsibilities may encompass: operating systems programming, LAN administration, hardware and software technical support analysis, communications and network systems analysis, configuration management, general end-user support and training, microsystems analysis, data security analysis, software quality assurance and testing, office automation, network operations, information systems auditing, production control analysis, and technical library support. Senior level may provide functional guidance for tasks or individuals. Participates with others in technical proposal process. May assist others during technical presentations to ACS management and/or clients. Bachelor’s degree in a related field, or equivalent work experience. Minimum of 5-7 years of related technical support experience. Requires advanced knowledge and experience in a full range of technology platforms and systems. A strong knowledge of computing processes and technology including, servers, gateways, communications equipment, workstations, software and hardware and associated diagnostics and tools. (Specifics are defined/vary by applicable end-user area.)Knowledge of voice, digital, data compression and call center technology also recommended. Strong PC literacy. Commitment to customer-focused contract performance. Strong customer service orientation and appreciation of role as ACS representative. Maturity of judgment under pressure/ability to diagnose level of user need and make work assignments accordingly. Considerable end-user interface by phone and/or in-person necessitates strong (clear) verbal communication skills and credible customer presence. Good written skills and the ability to contribute to and/or lead the written proposal process. Flexibility and the ability to operate under stressful, time-sensitive deadlines. Commitment to quality and personal ethics. Ability to work independently, but as part of team concept. MCSE certification preferred. ITIL training is a plus. Microsoft architecture design experience and advanced Microsoft Windows troubleshooting and problem resolution skills. Position requires a broad understanding of functional theory and principles relating to desktop engineering and systems support. Support daily operations and serve as a subject matter expert for desktop related technologies. Troubleshoot and resolve a wide variety and range of PC, printer, and software problems. Includes multiple operating systems (Microsoft Windows W2K, XP, and Vista), peripherals, software and wireless networking configuration problems, as well as support for COTS software, custom developed applications, and Microsoft Office Suite support. Proficient with Microsoft Office and Access. Experience with any of the following technologies, or products, is a plus: Microsoft Active Directory, SMS/SCCM, Microsoft Deployment, Wise Package Studio, InstallShield, SWIMAGE, Express Metrix, Ghost, Exchange/Outlook, IBM/Lenovo equipment, BlackBerry, Remote Control Utilities, Peregrine ServiceCenter. Ability to lift desktop related equipment (up to 40 lbs) during installs or moves All other duties as assigned. ACS 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-.
Job Experience: same as above Expected Travel Time: None
