Helpdesk Support - Apex Systems

Job#: 2026317

Job Description:

Helpdesk Support
(Remote)

The Desktop Support Analyst is responsible for working the IT Service Desk which will answer and triage any calls that come through. This position will be dedicated to answering the internal support calls coming through the IT Service Desk. Please see the following requirements and send your qualified resume to [email protected]

Responsibilities:

• Diagnoses, identifies, isolates, and resolves Tier 1 issues utilizing historical database records and technical expertise
• Resolves assigned cases that range from simple to complex utilizing a variety of tools and intra-company resources
• Documents troubleshooting efforts and resolutions into company Help Desk Support
• Ensures company established service level agreements (SLAs) regarding responses and resolutions while maintaining active directory users, groups, and computers
• Maintains department images using imaging software, including testing, custom configuration, and deployment
• Assists with technical projects from concept through resolution
• Collaborates with senior technical staff to help resolve complex problems
• Alerts management of outages, priority issues, recurring problems, and patterns
• Follows the departments’ standard processes for escalation and notification procedures
• Adheres to the IT Department and the Company’s policies, procedures, and established best practices
• Creates and/or revises existing technical documentation and procedures as needed
• Collaborates cross-functionally with other departments within IT to work through technical issues
• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment, and conference room equipment
• Manages the account lifecycle for internal and external clients
• Creates and/or revises existing technical documentation and procedures as required in a constantly changing environment
• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates
• Alerts management of outages, priority issues, reoccurring problems, and patterns with internal and external clients
• Works independently on projects and complex problems by utilizing a variety of tools and intra-company resources

Required Qualifications:       

• Associate’s Degree with at least three (3) to five (5) or more years of related experience with increasing responsibility in a senior technical role for a midsize or larger organization (500+ user environment), or an equivalent combination of education and job-related experience.
• Must have hands on experience with desktop support, application, and network connectivity.
• Solid working knowledge and in-depth understanding of Microsoft Windows 7, Exchange 2010, Active Directory, and Microsoft Office 2010 as well as imaging and enterprise deployment software

• Proven ability to work independently and tenaciously pursue complex problems/projects to resolution
• Demonstrated ability to create and maintain stable system configurations, including testing and implementation within an enterprise environment
• Must possess excellent customer service, communication skills, and time management skills
• Organized and deadline driven with the ability to track multiple tasks simultaneously
• Able to effectively set priorities and work well under deadlines with a strong attention to detail
• Adapts well in a team oriented, professional, fast-paced, and dynamic environment
• Handles confidential and sensitive matters with tact and diplomacy

Preferred Qualifications:

• A Bachelor’s Degree is preferred but not required
• CompTIA A+ and Security + certification strongly preferred
• CompTIA Network+ or Windows 7 preferred

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.