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 Duties

1. Adhere to SLA commitments for requests raised through ACA IT Support channels
2. Ticket administration and accuracy when categorizing requests
3. Daily ticket updates to the ticket requester(s) and IT team through our ticketing system
4. Reviewal of the unassigned ticket queue to proactively take on requests
5. Provide Tier 1 & 2 support to ACA staff globally
6. Take on technical IT support requests
7. Act as an escalation point for support requests
8. Perform ad-hoc work/special projects as necessary to support ACA on various internal initiatives
9. Mentor, provide support, advice and training to IT Support Administrators and IT Support Associates
10. Microsoft 365 administration (Intune/Endpoint Manager, Exchange, Teams, OneDrive)
11. Perform installations, repairs, and preventative maintenance on user computers
12. Troubleshoot end user hardware/software issues, printers/scanners/copiers, telephone/mobile devices, and any other peripherals
13. Assist with On and offboarding when required (account creation, equipment order, IT inductions or deprovisioning)
14. Diagnosis and resolution of software and hardware incidents, including operating systems and across a range of software applications
15. Be a SME (Subject Matter Expert) in one of the following systems. PSA (Financial Force), Salesforce, SharePoint, Endpoint Manager/Intune

Required Education and Experience  

1. 2+ years' experience in Tier 1 technical support
2. 3+ years' experience in Tier 2 technical support
3. 1+ year in Tier 3 technical support
4. Minimum of 6 years of substantial experience installing, troubleshooting, configuring, updating, and maintaining Windows environments
5. Extensive knowledge with O365 administration – Azure, Endpoint Manager/Intune, Exchange, MS Teams & SharePoint
6. Project Management experience – managing project processes and adapt work as required, planning, coordinating, and delivering to meet project deadlines
7. Very familiar with O365 Suite – Excel, Teams, Word, Outlook, OneDrive, etc
8. Experience delivering remote training
9. Extensive knowledge of and experience with Windows 10 and other Windows Operating Systems
10. Experience gained in a similar role is essential

Preferred Education and Experience

1. Bachelor's degree in CS / MIS or relevant experience
2. Technical Certifications (MCSE, A+, MCP, Network+, etc.)
3. Knowledge of ERP systems
4. Knowledge of Data Loss Prevention methodologies and tools preferred
5. Knowledge of Cloud applications preferred
6. Familiarity with VDI preferred

Required Skills and Attributes

1. Demonstrated professional integrity
2. Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
3. Ability to work well under pressure and at a high work rate
4. Ability to work independently, multi-task and prioritize effectively
5. Ability to establish and maintain effective working relationships with colleagues and clients
6. 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
7. Dedicated to upholding ACA's high-quality standards and customer service focus
8. Strong organizational and problem-solving skills with attention to detail
9. Strong oral and written communication skills
10. Understands 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.