Job Title: Technical Support Technician (Tier II)

Location: Crossroads Juvenile Detention Center, Brooklyn, NY

Job Summary:

ACS is seeking experienced Technical Support Technicians to provide Tier II IT support at a secure detention facility. The role involves supporting end-users with hardware, software, mobile devices, and video surveillance systems to ensure uninterrupted access to critical systems and applications.

Key Responsibilities:

• Provide Tier II technical support for desktops, laptops, printers, mobile devices, and surveillance systems
• Install, configure, and troubleshoot hardware, software, and peripherals
• Support Microsoft Windows 10, O365 applications (Outlook, Project, Visio, Edge)
• Configure and support MS Surface devices, tablets, and smartphones
• Troubleshoot issues using remote access tools (e.g., Bomgar)
• Manage and update tickets using Service Desk systems
• Support video conferencing tools and conference room setups
• Apply security patches and ensure compliance standards
• Maintain IT inventory and asset tracking
• Coordinate equipment repairs and vendor support
• Assist with IT equipment moves, setup, and disposal
• Provide end-user training and technical guidance
• Support network-related issues (LAN/WAN)
• Escalate complex issues when necessary

Required Qualifications:

• Strong experience in desktop support / IT helpdesk (Tier II)
• Hands-on experience with Windows 10, O365, and hardware troubleshooting
• Experience supporting mobile devices (iOS, Android, MS Surface)
• Knowledge of remote troubleshooting tools
• Basic understanding of networking (LAN/WAN)
• Experience with video conferencing systems
• Ability to handle physical tasks (lifting up to 50 lbs)
• Strong communication, problem-solving, and customer service skills
• Ability to work in a fast-paced, high-pressure environment

Preferred Qualifications:

• Certifications such as A+, MCP, or MCSE
• Experience with Genetec Video Surveillance systems
• Knowledge of Microsoft Windows Server