Technical Support Analyst II

Ace Computers, a leading provider of information technology solutions and one of the top 100 Custom System Builders in the US, is seeking to add a Technical support member to our team.

Responsibilities

Provide technical assistance to computer system users on a variety of issues.

Identify, research, and resolve technical problems.

Answer questions or resolve computer/server problems for clients in response to support tickets or phone calls.

Document, track, and monitor the problem to ensure a timely resolution.

Develop solutions for complex network, desktop, and server problems.

Diagnose and repair customer systems sent in for bench service.

Read and comprehend technical service manuals and publications.

Make appropriate use of reference publications and diagnostic aids in resolving technical problems.

Develop solutions for complex network, desktop, and server problems.

Communicate accurate and useful status updates.

Manage and report time spent on all work activities.

Complete in person or online trainings routinely to keep up to date with current technology.

Assist the IT Manager in supporting internal PC / Server systems.

Must be knowledgeable in current Microsoft Windows PC and Server operating systems.

Linux administration and troubleshooting knowledge a plus

Requirements

Proven experience in installing and configuring operating systems and business applications

Proven knowledge of Hardware Troubleshooting

Familiarity with basic networking concepts - Solid understanding of Microsoft Windows 10/11

IT support ticketing system experience desired

Answering Inbound Calls experience

Foundational knowledge in customer service

Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity

Critical thinking, problem solving, ability to work independently

4+ years of prior experience

Maintains technical knowledge by attending training, workshops, and reviewing publications.

Candidate should be a self-starter, able to work independently, highly organized, possess strong verbal and written communication skills and be very detail oriented.

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Work Location: In person