IT Support Technician

We are looking for a motivated Help desk analyst to provide technical support to external users in an efficient and accurate manner. This position requires troubleshooting skills with an expectation to resolve the issues presented to you. You will solve basic and advanced technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by our company. ACG Security Solutions, Inc is currently growing and expects continued growth. As our company grows, your role and level of responsibility will as well.

Responsibilities

Provide first-level contact and convey resolutions to customer issues

Properly communicate unresolved queries to the next level of support

Track, route and redirect problems to correct resources

Update customers and team members to the status of open tickets

Walk customers through the problem-solving process

Follow up with customers, provide feedback and see to a satisfactory resolution

Utilize excellent customer service skills and exceed customer expectations

Ensure proper recording, documentation and closure of support tickets

Recommended procedure modifications or improvements

Preserve and grow your knowledge of help desk procedures, products and services

Availability to work after-hours at times

Skills

Proven work experience in providing help desk support

Proficiency in English

Working knowledge of help desk software, databases and remote control

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

Customer service orientation

Knowledge of analog and IP cameras systems is preferred

Knowledge of PHYSICAL Access Control is preferred (I.E. - Door strikes, card readers, prox cards, etc.)

Basic knowledge of Networking is preferred

Work Location: One location

Work Remotely: No

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Benefits:

401(k)

Health insurance

Paid time off

Work Location: In person