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Job description

We are looking for a motivated Help desk analyst to provide technical support to external users in an efficient and accurate manner. 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: From $32,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Camera systems: 1 year (Preferred)
• Physical access control: 1 year (Preferred)
• Networking: 1 year (Preferred)

Work Location: In person