The Opportunity:The individual in the role of IT Support Administrator will be responsible for providing an excellent level of customer service and care through raised IT support requests (including Tier 1 & 2 support, onboarding and offboarding, hardware, software, peripheral equipment, and network issues). This position also provides opportunities to assist with ongoing project-related initiatives. A strong customer service mindset and the ability to follow established procedures and documentation are critical for success in this role.
What you'll do:- Provide on-site IT support within the NYC office Monday through Thursday
- Adhere to SLA commitments for requests raised through ACA IT support channels
- Assess, rebuild, or decommission returned ACA devices while following standard operating procedures
- Maintain accurate ticket administration and categorization
- Provide daily ticket updates to requestors and the IT team through the ticketing system
- Monitor and proactively manage the unassigned ticket queue
- Provide Tier 1 and Tier 2 support to ACA employees globally
- Administer Office 365, Active Directory, and NinjaRMM environments
- Assist with project-related tasks as needed
- Perform installations, repairs, and preventative maintenance on user computers
- Troubleshoot hardware, software, printers, copiers, scanners, mobile devices, and peripheral equipment
- Manage onboarding and offboarding activities, including account provisioning, equipment ordering, IT inductions, and deprovisioning
- Perform ad hoc projects and initiatives in support of ACA's internal operations
- Administer Microsoft 365 technologies including Intune/Endpoint Manager, Exchange, Teams, and OneDrive
- Perform other duties as assigned by management
To qualify for the role you must have:- 3+ years of experience providing Tier 1 and Tier 2 technical support
- At least 3 years of experience installing, troubleshooting, configuring, updating, and maintaining Windows environments
- Experience administering Office 365 technologies including Azure, Endpoint Manager/Intune, Exchange, Microsoft Teams, and SharePoint
- Experience providing high-quality IT support to C-Suite executives and senior leadership
- Experience with Microsoft Office 365 applications including Excel, Teams, Word, Outlook, and OneDrive
- Experience delivering remote training and user support
- Extensive knowledge of Windows 11 and other Windows operating systems
- Prior experience in a similar IT support role
Ideally, you'll also have:- Bachelor's degree in Computer Science, MIS, or equivalent experience
- Technical certifications such as MCSE, A+, MCP, Network+, or Security+
Skills and attributes for success:- Demonstrated professional integrity
- Dependable, flexible, and adaptable to changing business needs
- Ability to thrive in a fast-paced environment
- Strong ability to work independently, multitask, and prioritize effectively
- Excellent relationship-building skills with colleagues and clients
- Highly motivated with a commitment to continuous learning and professional development
- Dedicated to delivering exceptional customer service and support
- Strong organizational and problem-solving abilities with exceptional attention to detail
- Excellent verbal and written communication skills
- Willingness to travel when required
- Understanding of team objectives and how individual contributions support organizational goals
What working at ACA offers: We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You'll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.
Salary Range: $90,000
The cash compensation range we have provided has been benchmarked against similar organizations of comparable size, sector, and age. Our offers of employment consider a variety of factors, including but not limited to, unique skill sets, specific expertise or certifications and business/organizational needs. It is not typical for us to hire talent at the top of the range for a role, in part because it's so important to us to allow all ACA employees the opportunity to develop over time, and to feel rewarded for doing so. Our listed range is a reasonable estimate of the total yearly compensation.
