IT Support Administrator

About ACA:

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

Position Summary:

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 (not limited to but including – Tier 1 & 2 requests, on and offboarding, hardware, software, peripheral equipment, and network problems). There will be opportunities to assist with on-going project related tasks. High awareness of customer care is vital within this role and the ability to follow documentation / checklists.

Job Duties:

• Adhere to SLA commitments for requests raised through ACA IT support channels
• Ticket administration and accuracy when categorizing requests
• Daily ticket updates to the ticket requester(s) and IT team through our ticketing system
• Reviewal of the unassigned ticket queue to proactively take on requests
• Provide 1st/2nd line support to ACA staff globally
• Administration – Office 365, Active Directory and NinjaRMM
• Assisting with project related tasks when necessary
• Perform installations, repairs, and preventative maintenance on user computers
• Troubleshoot end user hardware/software issues, printers/scanners/copiers, telephone/mobile devices, and any other peripherals
• On and offboarding (account creation, equipment order, IT inductions or deprovisioning)
• Perform ad-hoc work/special projects as necessary to support ACA on various internal initiatives
• Microsoft 365 administration (Intune/Endpoint Manager, Exchange, Teams, OneDrive)
  
  

Required Education and Experience:

• Three (3) years of experience in Tier 1 and 2 technical support
• Minimum of three (3) years of substantial experience installing, troubleshooting, configuring, updating, and maintaining Windows environments
• Experience with O365 administration – Azure, Endpoint Manager/Intune, Exchange, MS Teams & SharePoint
• Experience with O365 Suite – Excel, Teams, Word, Outlook, OneDrive, etc.
• Experience delivering remote training
• Extensive knowledge of and experience with Windows 10 and other Windows Operating Systems
• Experience gained in a similar role is essential
  
  

Preferred Education and Experience:

• Bachelor's degree in CS / MIS or relevant experience
• Technical Certifications (MCSE, A+, MCP, Network+, Security+, etc.)
• Familiarity with VDI
• Experience with VPN technologies
  
  

Required Skills and Attributes:

• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
• Ability to work well in a fast-paced environment
• Ability to work independently, multi-task and prioritize effectively
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal oriented; proactive in one’s own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks
• Dedicated to upholding ACA’s high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Understands IT team’s goals, and how they impact the company. Understands impact of their work on IT team and 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 coverage fully funded by ACA for employees and their family as well as access to Maternity & Fertility and Wellness programs. ACA also provides Personal Accident Insurance, Group Term Life Insurance, Employee Discount programs and Employee Resource Groups. You’ll be granted time off for designated ACA Paid Holidays, Privilege Leave, Casual/Sick Leave, and other leaves of absence to support your physical, financial, and emotional well-being.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected status.