Helpdesk Technician

Job#: 1365477

Job Description:

Role: Helpdesk Technician

Duration: Full-time Position

Location: Fully Onsite – Austin, TX

**If interested and meet the necessary requirements, please e-mail your most up to date resume to Lindy Heim at [email protected]** 

Required Knowledge/Skills: 1-2 years

• Experience supporting O365, Active Directory, or other cloud based system
• Understanding O365: Suite, environment, capabilities, plans, service descriptions and features
• Experience with desktop administration and remote desktop support
• Software/Hardware/Application troubleshooting
• Knowledge of concepts and best practices relative to call center methodologies
• Troubleshooting/Support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
• Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions, quick thinking, and takes a methodical approach to troubleshooting
• Excellent written and verbal communication skills
• Passionate about delivering the ultimate customer experience
• Demonstrated professionalism in resolving customer issues
• Success at working in a team environment where a customer obsessive culture is paramount
• Commitment to meet and exceed individual and team KPIs and make a difference by successfully exceeding expectations on established metrics
• Insightful, with the best and the brightest thinking with the capacity to gain an accurate and deep understanding, take action and follow through

What You’ll Do:

• Work on help desk tickets some over the phone and some desk side support
• Support installation, configuration, and support of Microsoft Office 365 on various platforms
• Update O365 licenses, subscriptions and user management as necessary
• Provide world-class customer experience, and develop, foster and maintain highly effective interactions with customers and engineering teams
• Escalate product bugs or unresolvable cases, notice trends, and report reoccurring problems
• Accurately document all work performed through ticketing system including details and outcomes
• Participate in product testing, tool building and pilot new projects
• Stay up to date with technological changes in the industry with internal and external training
• Engage and empathize with customers to support and resolve technical issues through completion in a timely manner
• Collaborate with team members, sharing knowledge/guidance to enhance the customer experience and problem resolution
• Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations

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.