We are seeking a motivated and customer-focused L1 Technical Support Analyst to serve as the first point of contact for end-user technical support. The ideal candidate will provide frontline support for hardware, software, network, and device-related issues while ensuring timely resolution of common technical problems. This role also includes IT inventory management and warehouse support activities related to company-issued equipment.
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Serve as the first point of contact for employees requiring technical assistance via phone, email, or ticketing systems.
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Respond to and troubleshoot basic hardware, software, and network-related issues.
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Resolve common support requests such as password resets, printer connectivity issues, software installations, and workstation setup.
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Document, track, and update support tickets in the IT ticketing system.
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Escalate unresolved or complex issues to higher-level support teams when necessary.
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Assist with new hire onboarding, including device configuration, deployment, and setup.
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Provide both remote and onsite technical support to office and warehouse personnel.
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Maintain accurate records of incidents, requests, and resolutions to support the internal knowledge base.
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Track and manage IT inventory, including laptops, desktops, monitors, keyboards, and peripherals using asset management tools.
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Receive and inspect incoming IT equipment shipments for accuracy and damage.
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Prepare, package, label, and ship IT equipment to remote and work-from-home employees.
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Track deliveries using FedEx Ship Manager and other shipping tools.
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Perform inventory audits and cycle counts to ensure asset accuracy.
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Assist with material handling, storage, and movement of IT equipment using warehouse equipment such as pallet jacks.
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Maintain a clean, organized, and safe IT staging and warehouse environment.
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1 3 years of experience in Technical Support, Help Desk, Service Desk, or Desktop Support.
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Basic knowledge of computer hardware, operating systems, software applications, and networking concepts.
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Experience working with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar.
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Familiarity with Microsoft Office Suite and Windows environments.
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Strong troubleshooting and problem-solving skills.
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Excellent customer service, communication, and interpersonal skills.
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Ability to work independently and manage multiple priorities.
ACI (Advanced Computing International) is a Global Technology Services, Products & Solutions Company focused on designing and delivering the next generation applications and digital experiences for businesses and consumers. We specialize in Big Data & Analytics, Digital Transformation, IT Service Management, Cognitive Solutions, Artificial Intelligence, IOT & Future Networks, DevOps, Enterprise Applications & Managed Infrastructure Services & Industry Specific Solutions.
Leveraging the insights gained from working on innovative solutions and disruptive technologies, ACI develops Solutions to enhance business performance, accelerate product & applications time-to-market, harmonize Consumer Experiences and streamline their business operations. ACI works with clients across different business sectors: Financial Services, Healthcare, Manufacturing, Hi-Tech, Media, Utilities, Public sector, Retail, Telecom, E-commerce & Logistics, and Higher Education. ACI s core DNA is built on Innovation and co-existence to build a collaborative ecosystem where companies and consumers win.
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