Senior IT Support Administrator

About ACA:ACA was founded in 2002 by four former SEC regulators and one former state regulator. The founders saw a need for investment advisers to receive expert guidance on existing and new regulations. Over the years, ACA has grown both organically and by acquisition to expand our GRC business and technology solutions. Our services now include GIPS standards verification, cybersecurity and technology risk, regulatory technology, ESG advisory, AML and financial crimes, financial and regulatory reporting, and Mirabella for establishing EU operations.Position Summary:The individual in the role of Sr. 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, project related tasks, occasional assistance with on and offboarding, hardware, software, peripheral equipment, network problems and ticket escalations). High awareness of customer care is vital within this role and the ability to follow documentation / checklists.Job DutiesAdhere to SLA commitments for requests raised through ACA IT Support channelsTicket administration and accuracy when categorizing requestsDaily ticket updates to the ticket requester(s) and IT team through our ticketing systemReviewal of the unassigned ticket queue to proactively take on requestsProvide Tier 1 & 2 support to ACA staff globallyTake on technical IT support requestsAct as an escalation point for support requestsPerform ad-hoc work/special projects as necessary to support ACA on various internal initiativesMentor, provide support, advice and training to IT Support Administrators and IT Support AssociatesMicrosoft 365 administration (Intune/Endpoint Manager, Exchange, Teams, OneDrive)Perform installations, repairs, and preventative maintenance on user computersTroubleshoot end user hardware/software issues, printers/scanners/copiers, telephone/mobile devices, and any other peripheralsAssist with On and offboarding when required (account creation, equipment order, IT inductions or deprovisioning)Diagnosis and resolution of software and hardware incidents, including operating systems and across a range of software applicationsBe a SME (Subject Matter Expert) in one of the following systems. PSA (Financial Force), Salesforce, SharePoint, Endpoint Manager/IntuneRequired Education and Experience  2+ years' experience in Tier 1 technical support3+ years' experience in Tier 2 technical support1+ year in Tier 3 technical supportMinimum of 6 years of substantial experience installing, troubleshooting, configuring, updating, and maintaining Windows environmentsExtensive knowledge with O365 administration – Azure, Endpoint Manager/Intune, Exchange, MS Teams & SharePointProject Management experience – managing project processes and adapt work as required, planning, coordinating, and delivering to meet project deadlinesVery familiar with O365 Suite – Excel, Teams, Word, Outlook, OneDrive, etcExperience delivering remote trainingExtensive knowledge of and experience with Windows 10 and other Windows Operating SystemsExperience gained in a similar role is essentialPreferred Education and ExperienceBachelor's degree in CS / MIS or relevant experienceTechnical Certifications (MCSE, A+, MCP, Network+, etc.)Knowledge of ERP systemsKnowledge of Data Loss Prevention methodologies and tools preferredKnowledge of Cloud applications preferredFamiliarity with VDI preferredRequired Skills and AttributesDemonstrated professional integrityDependable, flexible, and adaptable to new ACA initiatives and changing client needsAbility to work well under pressure and at a high work rateAbility to work independently, multi-task and prioritize effectivelyAbility to establish and maintain effective working relationships with colleagues and clientsHighly 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 tasksDedicated to upholding ACA's high-quality standards and customer service focusStrong organizational and problem-solving skills with attention to detailStrong oral and written communication skillsUnderstands IT team's goals, and how they impact the company. Understands impact of their work on IT team and goals.What we commit to:ACA is an equal opportunity employer that values diversity. We conduct our business without regard to actual or perceived age, race, color, religion, disability, caregiver, marital or partnership status, pregnancy (including childbirth, breastfeeding, or related medical conditions), ancestry, national origin and citizenship, sex, gender identity and expression, sexual orientation, sexual and reproductive health decisions, military or veteran status, creed, genetic predisposition, carrier status or any other category protected by federal, state and local law.  ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment. Here at ACA, we have created a variety of programs to promote ACA's culture of inclusivity and work hard to ensure that all our employees have an equal opportunity to contribute to ACA and feel that ACA is exactly where they belong.Why join our team? We are the leading governance, risk, and compliance (GRC) advisor in financial services. When you join ACA, you'll become part of a team whose unique combination of talent includes the industry's largest team of former regulators, compliance professionals, legal professionals, and GIPS standards verifiers in the industry, along with practitioners in cybersecurity, ESG, and regulatory technology.Our team enjoys an entrepreneurial work environment by offering innovative and tailored solutions for our clients. We encourage creative thinking and making the most of your experience at ACA by offering multiple career paths. We foster a culture of growth by focusing on continuous learning through inquiry and curiosity, and transparency. If you're ready to be part of an award-winning, global team of thoughtful, talented, and committed professionals, you've come to the right place.