Job Description

Advanced Call Center Technologies (ACT,) is looking for an energetic, motivated Lead Technician to join our rapidly growing team. Working at ACT is more than just a job - it's an opportunity to join something bigger. As an employee-owned company, employees have a path to becoming shareholders and co-owners in the company. When you join ACT, you are taking control of your future and benefiting directly from our company's success. You will be personally rewarded for your contributions as our company shares grow in value.
Support all users working from our call centers and local work from home user's over the phone when needed. This includes desktop IT (PC's, monitors, telephones, and related equipment), Printers, copiers, faxes, network/telecom gear, Local Switches, wiring, some electrical and facilities technical equipment.
Education (if beyond High School or equivalent): Bachelor's degree in Computer Science or MIS related field preferred.
Experience Target (in this job or a related function/field): 3+ years supporting Windows environments preferred.
Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)
Demonstrate multi-tasking skills, Strong problem solving and analytical skills, and Excellent written and communication skills. Able to effectively communicate with individuals at all levels. Ability to manage day to day activities as well as new project hardware/software implementations and upgrades in a fast paced and time stressed environment.
Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

• Troubleshooting IT related issues at the desktop level and assist other IT teams as directed
• Coordinate with local vendors as necessary as it relates to the maintenance and troubleshooting of IT infrastructure devices, components and facilities.
• Provide PC desktop hardware, software, application and local network connectivity support
• Installation and testing of new hardware, software and applications
• Documentation of all internal site hardware/software/licensing at the desktop level
• Research and provide recommendations for integrating new technology and methodologies for improving PC desktop support.
• Assist with various enterprise project initiatives at the PC/Desktop level. This will include assisting with various phases of a desktop infrastructure project including support, software/hardware testing & verification and deployment.
• Assist on setting up new call centers in all the various IT related tasks involved.
• Support all efforts to send agents to work from home.
• Provide IT support via phone, WebEx or zoom rooms to our work from home users when necessary.
• Participate on IT setup classes as needed
• Troubleshooting IT related issues at the desktop level onsite or via phone, WebEx, zoom rooms, etc.
• Complete all assignments related to our weekly IT checklist
• Be part of weekly site rotation.
• Be part of on call rotation support after hours.
• Support local drop off and pickup equipment process

Special Certifications (if appropriate--identify if required to perform the job or just preferred):
MCSE or similar IT certifications preferred.
Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)
Ability to work different shifts and extended hours. Have a valid driver's license

Skills Required