Technical Support Analyst (L1)

Job Summary

We are seeking a motivated and customer-focused L1 Technical Support Analyst to serve as the first point of contact for end-user technical support. The ideal candidate will provide frontline support for hardware, software, network, and device-related issues while ensuring timely resolution of common technical problems. This role also includes IT inventory management and warehouse support activities related to company-issued equipment.

Key Responsibilities

• Serve as the first point of contact for employees requiring technical assistance via phone, email, or ticketing systems.
• Respond to and troubleshoot basic hardware, software, and network-related issues.
• Resolve common support requests such as password resets, printer connectivity issues, software installations, and workstation setup.
• Document, track, and update support tickets in the IT ticketing system.
• Escalate unresolved or complex issues to higher-level support teams when necessary.
• Aid with new hire onboarding, including device configuration, deployment, and setup.
• Provide both remote and onsite technical support to office and warehouse personnel.
• Maintain accurate records of incidents, requests, and resolutions to support the internal knowledge base.

IT Asset & Warehouse Support

• Track and manage IT inventory, including laptops, desktops, monitors, keyboards, and peripherals using asset management tools.
• Receive and inspect incoming IT equipment shipments for accuracy and damage.
• Prepare, package, label, and ship IT equipment to remote and work-from-home employees.
• Track deliveries using FedEx Ship Manager and other shipping tools.
• Perform inventory audits and cycle counts to ensure asset accuracy.
• Aid with material handling, storage, and movement of IT equipment using warehouse equipment such as pallet jacks.
• Maintain a clean, organized, and safe IT staging and warehouse environment.

Required Qualifications

• 1-3 years of experience in Technical Support, Help Desk, Service Desk, or Desktop Support.
• Basic knowledge of computer hardware, operating systems, software applications, and networking concepts.
• Experience working with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar.
• Familiarity with Microsoft Office Suite and Windows environments.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Physical Requirements: Ability to lift, move, and handle equipment weighing up to 50 lbs. Comfortable working in both office and warehouse environments. Ability to stand, walk, bend, and move equipment as needed throughout the workday.

Preferred Qualifications

• Experience with IT asset management or inventory management systems.
• Familiarity with Warehouse Management Systems (WMS).
• Experience with FedEx Ship Manager or similar shipping/tracking software.
• Experience supporting remote users and work-from-home environments.

About ACI

ACI (Advanced Computing International) is a Global Technology Services, Products & Solutions Company focused on designing and delivering the next generation applications and digital experiences for businesses and consumers. We specialize in Big Data & Analytics, Digital Transformation, IT Service Management, Cognitive Solutions, Artificial Intelligence, IOT & Future Networks, DevOps, Enterprise Applications & Managed Infrastructure Services & Industry Specific Solutions. Leveraging the insights gained from working on innovative solutions and disruptive technologies, ACI develops Solutions to enhance business performance, accelerate product & applications time-to-market, harmonize Consumer Experiences and streamline their business operations. ACI works with clients across different business sectors: Financial Services, Healthcare, Manufacturing, Hi-Tech, Media, Utilities, Public sector, Retail, Telecom, E-commerce & Logistics, and Higher Education. ACI's core DNA is built on Innovation and co-existence to build a collaborative ecosystem where companies and consumers win.