Affiliated Computer Services, Inc. (ACS) is expertise in action. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Desktop Engineer
(National Capital Reg)
Responsibilities: (National Capital Reg)
- Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.
- Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
- Maintains daily tickets and reports to ensure the highest service levels are maintained.
- Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
- Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.
- Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.
- Education and Typical Years of Experience:
- Associate’s degree/MCSE/ MCDST/ A+ certification or equivalent work experience in desktop support and customer service environments.
- 2-4 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices.
- Strong demonstrated analytical and creative problem solving skills.
- Computer literate with proficiency in information systems and software applications.
- Good customer service orientation and appreciation of role as ACS representative
- Technical Expertise
- Windows XP and Vista installation and deployment
- ImageX / BDD 2007 or similar desktop imaging technology
- System Center Configuration Manager (SCCM) deployment and maintenance
- Office 2003/ 2007 installation and support
- McAfee Virus Scan 8.0/ 8.5i installation and support
- ePO Orchestrator 4.0 patch deployment and reporting
- WSUS 2.0/ 3.0 patch deployment and reporting
- Active Directory 2003 knowledge of structure and security (GPO’s)
- Printer support
- Pocket PC and Blackberry configuration
- Windows wireless technology
- Medium level skills in batch file and VB scripting
- Multiple vendor desktop and laptop support (Primarily Dell)
- ServiceCenter 5.0 or equivalent ticket management system experience
- Backup solutions – Veritas support
- Cisco/ Avaya IP phone configuration
- Applicants should be Filipino citizens or hold relevant residence status.