We are seeking a dedicated and skilled ACR End User Support Engineer to join the ACR Technology Services team. The ideal candidate will have extensive experience in physical device support, Microsoft asset management, support ticket tools, and M365 administration. This role involves managing hardware installations, providing advanced technical support, and ensuring efficient operation of our IT assets.

GENERAL DUTIES AND RESPONSIBILITIES:
Physical Device Support and Installations:
Perform installations, configurations, and upgrades of hardware devices including desktops, laptops, printers, and other peripherals. Troubleshoot and resolve hardware issues, coordinating repairs and replacements as needed. Conduct regular maintenance and ensure optimal functioning of all physical devices.

Microsoft Asset Management:
Manage and maintain the asset inventory for all IT equipment using Microsoft Management tools as well as Intune. Track and document asset lifecycle from procurement to disposal. Ensure compliance with company policies and standards regarding asset management.

Support Ticket Management:
Utilize support ticket tools to manage, prioritize, and resolve incidents and service requests. Escalate issues to appropriate teams or vendors when necessary, ensuring timely resolution. Document all support activities and resolutions in the ticketing system.

M365 Administration:
Provide advanced support for Microsoft 365 (M365) applications and services. Manage user accounts, licenses, and security settings in the M365 environment. Troubleshoot and resolve issues related to Email, OneDrive, SharePoint, Teams, and the M365 Office Suite.

Collaboration and Communication:
Work closely with other IT team members to ensure seamless integration of systems and services. Communicate effectively with end-users, providing clear and concise instructions and updates. Develop and maintain technical documentation and user guides. Participate and contribute to team discussions reviewing open issues, project status updates, process improvements and toolset analysis. Build and maintain positive relationships with vendors and service partners. Manage vendor/partner contracts and service level agreements. (SLAs) Oversee vendor/partner performance and ensure timely resolution of requests.

Customer Support:
Provide professional, patient, and courteous customer support, ensuring a positive experience for end-users. Show genuine empathy towards user issues, demonstrating a commitment to developing effective solutions and fostering strong relationships with internal teams. Utilize extensive troubleshooting experience to diagnose and resolve technical issues promptly, leveraging expertise in both hardware and software problem-solving techniques. Create and maintain clear, accessible documentation and knowledge base articles. Handle high-pressure situations with composure and efficiency, ensuring timely resolution of critical incidents while coordinating with other IT teams and stakeholders.

Continuous Improvement:
Stay up to date with the latest industry trends and advancements in technology. Identify opportunities for improving support processes and tools. Participate in training and development programs to enhance technical skills and knowledge. Complete annual personal development online courses through company sponsored educational tools. In addition to your core support duties, you will also have the opportunity to participate in various projects throughout the year. Such as: Deploying new technologies and rolling them out to end-users or Assisting with the development and implementation of new IT policies and procedures.

Qualifications:
Bachelors degree in Information Technology, Computer Science, or a related field. Minimum of 3-5 years of experience in IT support, with a focus on hardware and M365 administration. Proficiency in Microsoft 365 administration, including user and license management, security, and troubleshooting. Excellent problem-solving skills and attention to detail. Strong communication and interpersonal skills. Ability to work independently and as part of a team in a fast-paced environment.

Proficient with the Following Technical Skills:
Windows operating systems. (e.g., Windows 10, 11) Hardware troubleshooting and maintenance. (e.g. replacing internal PC components) Administration of Active Directory and Group Policy. Mobile device management (MDM) solutions and Asset management applications. Intune or similar systems. Strong knowledge of end user technologies and services, such as desktops, laptops, mobile devices, printers, and scanners. Support ticketing software (e.g., ServiceNow, Jira)

Relevant certifications:
ITIL,CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate are a plus.

To Learn More About Our Company, Please Visit www.amercareroyal.com
AmerCareRoyal is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Any offers of employment will be conditional based upon the results of a satisfactory, required pre-employment screening.