IT Support Associate

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.

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. 

Position Summary


The individual in the role of IT Support Associate 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 requests, hardware, software, peripheral equipment and network problems), assisting with administrative tasks and to review the open ticket queue to then shadow/collaborate with team members on their requests to help further and improve ACA support request knowledge. 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. Assisting with onboarding ACA new hires (IT equipment & IT inductions)
3. Ticket administration and accuracy when categorizing requests
4. Daily ticket updates to the ticket requester(s) and IT team through our ticketing system
5. Review the unassigned ticket queue to proactively take on / shadow requests
6. Provide first line support to ACA staff globally
7. Administration – Office 365, Active Directory and NinjaRMM
8. Perform installations, repairs, and preventative maintenance on user computers
9. All reasonable duties requested by Management 

Required Education and Experience

1. 2-4 years of experience in Tier 1 technical support
2. Experience with O365 Suite – Excel, Teams, Word, Outlook, OneDrive, etc
3. Knowledge of and experience with Windows 10 and other Windows Operating Systems 


Preferred Education and Experience

1. Technical Certifications (MCSE, A+, MCP, Network+, etc.) preferred
2. Familiar with O365 administration 


Required Skills and Attributes

1. Demonstrated professional integrity
2. Dependable, flexible, and adaptable to new ACA initiatives and changing client needAbility to work well in a fast-paced environment.
3. Ability to work independently, multi-task and prioritize effectively
4. Ability to establish and maintain effective working relationships with colleagues and clients
5. 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
6. Dedicated to upholding ACA’s high-quality standards and customer service focus
7. Strong organizational and problem-solving skills with attention to detail
8. Strong oral and written communication skills 9. Understands IT team’s goals, and how they impact the company. Understands impact of their work on IT team and goals.

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.