IT Support Tier I

JOB PURPOSE

The Customer Care, IT Support Tier I will support external clients in their use of ACF’s products; understand the client’s business needs and improve client satisfaction with ACF’s products. This is a high-profile position where client satisfaction and maintaining ACF’s high-quality standards are a priority. This is a remote work from home position using ACF supplied hardware. Must have good/excellent internet access at home and a dedicated work area free of any distractions.

Essential Duties and Responsibilities

• Support ACF clients on issues which can include product administration, design, training and troubleshooting, and analyzing customer software performance issues.
• Develop technical and functional expertise in all ACF products.
• Resolve client issues in a timely manner by performing research, local testing, or by directing the client to the applicable documentation.
• Document known issues/fixes/workarounds in knowledgebase articles.
• Maintain customer database by logging all support calls.
• Provide on-call coverage in a rotation.

Job Requirements & Skills

• BS in Computer Science, Information Systems or a technically related field or equivalent related work experience in a multi-site software services environment.
• Working knowledge of Microsoft Windows Server platforms 2008R2/2012, SQL, IIS server and other associated networked systems, managed switches (Cisco, Bay, Netgear, etc.) network security, etc.
• An understanding of network topology concepts and protocols: WAN, LAN, DNS, DHCP, SMTP, SNMP, TCP/IP, HTTP, IMAP, POP3, EXCHANGE.
• Experience in client/server networking environments and best practices, experience with hardware vendors, and a strong understanding of networking aspects.
• Experience configuring, setting up, and debugging PC-based and Web-based systems.
• Understanding of SQL/Scripting/Reporting SQL Server Reporting Services.

Preferred Certifications

• Security + and Cloud +
• Help Desk experience preferred.

Experience

• Exhibit "Customer Success" behavior
• Experience with NetSuite helpdesk software preferred
• Software as a service (SaaS) experience

Requires

• Reading
• Math
• Covering research via customer-oriented questions
• Documenting feedback
• Coordinating with others to accomplish results

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at a time.

Pay Range

$18 - $21 per hour