Technical Support Analyst

Orlando, FL
Part-time, Non-exempt
AceApplications, LLC

Position Summary:

The candidate is responsible for performing tasks within the Technology Support and Systems Engineering departments including: providing hardware and software support to business users, performing Technology design, as well as configuration and installations. The candidate is responsible for setting up user accounts, to include configuring active directory groups and permissions.  Other tasks consist of Administer Exchange server maintenance, Managing email platform, web servers and various other operational tasks within the department.

Essential Functions:

  • Respond to Service Requests received from users on site and external clients to answer their questions or resolve their PC hardware or software problems.
  • Set up user accounts (Windows 2008+ Server) on the server, adding users to groups and setting appropriate permissions and access levels.
  • Administer SMS server, setup collections, packages and queries.
  • Provide telephone, on-site, or remote office support on issues that cannot be resolved through remote access.
  • Provide support for Microsoft Exchange Server, and user emails and mailboxes
  • Configure systems for access to e-mail either through the MS Outlook Client with offline profile when required for laptop users or Outlook Web Access.
  • Support MS Office programs in Windows 8 environments and troubleshoot network connectivity of LANs and WANs at the client level.
  • Install, configure and troubleshoot network card adapters, hard drives, laptops, docking stations, PC Cards (PCMCIA), video cards, CD-ROM, motherboards, keyboards, mice, RAM and sound cards.
  • Provide user assistance on computer functionality and all standardized office software products as needed.
  • Setup and configure new systems with OS, applications, custom settings and printers.
  • Create and update Help Docs’ knowledge base for day-to-day use.
  • Send out feedback surveys to users after each service request completed.
  • When unable to resolve a Service Request, escalate issues or coordinate hand-offs of request to other technicians or to appropriate technology vendors.
  • Troubleshoot and resolve reported printer issues, and reconfigure IP settings on printers, as necessary, to troubleshoot connectivity.
  • Contact software vendors to resolve application issues when needed.

Required Competencies:

  • Educated in computer related fields
  • Relationship building and customer service
  • Able to handle/life heavy equipment.
  • Ability to predict, recognize and analyze problems
  • Computer Applications Expertise
  • Microsoft Product Suite
  • Timberline or other Accounting Package Experience 
  • Experience/knowledge of Operating Systems (Windows 8 and later, Windows Server 2008)
  • Responsibilities include all phases of Software installation and service.


Three- year college degree in computer science - or – MCSE Certification – or - equivalent experience

At least two years of technical support computer experience - or -

Three (3) years experience working with multiple computer applications in an office environment

Additional Information:

Part-time, working weekdays during normal business hours, 8:00 a.m.- 5:00 p.m. May be required to make on-call service requests

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