IT User Support Technician
Job#: 6887
Job Description:
WHO WE AREApex Systems is a world class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients’ digital visions.
JOB DESCRIPTION
With emphasis on consistent team interaction and exceptional customer service, provide direct technical assistance for our internal users through various communication mediums (phone, email, etc.) to ensure their computing experience, across all the technologies supported within Apex, remains productive. This requires timely response to reported incidents and requests, appropriate communication, effective troubleshooting & research, applicable documentation, follow-up, and resolution validation. When necessary, re-assignment and/or escalation of support tickets to the responsible group or individual.
This job requires exceptional individual troubleshooting skills based on education, training, and experience as well as consistent collaboration within the framework of the ITUS team to address issues and requests spanning over numerous technologies, platforms, and services such as Windows 10, Citrix VDI, VIOP, Salesforce, Office 365, MS Office Pro Plus suite, several SaaS solutions while in compliance with defined SLAs and current objectives all within company policies and procedures.
Must have consistent broadband internet connectivity to support multiple connections inclusive of audio/video streams, VPN, Citrix VDI and other customer support applications as needed. Must be aware of congestion factors that may create an issue with connectivity performance such as household utilization (ex: 4 people in household all using the same broadband connection that would affect the performers ability to keep the required connection) as well as inconsistent and/or spotty Wi-Fi connectivity. Broadband connection from another location such as a restaurant or business is not permitted with the exclusion of hotels when fulfilling duties while travelling.
This role is the primary point of contact for all internal employees across the US and includes locations in Canada and Mexico. Core relationships are with all employees at all levels within the organization to address issues and needs with a concentration to provide timely resolution and exceptional customer service. Additionally, there is a significant peer to peer relationship; most significant is the other IT User Support technicians. Additionally, engaging with numerous individuals in back-office departments as both customers and partners.
Necessary training is provided through several methodologies (1:1, OJT, provided reference material, etc.) Most work will be provisioned by the field, through defined pathways, requesting assistance with issues and needs. Performance is measured to the individual IT User Support Technician by ITUS leadership based on SLAs, defined objectives, and trends. IT User Support leadership also assigns work as well as review and approval of work upon completion. Activities outside of SOP must be approved by IT user Support Leadership.
Essential Job Functions/Duties:
- Exhibits an above average mechanical aptitude and logic-based thinking.
- Exhibits comprehensive technical troubleshooting skills.
- Exhibits exceptional verbal and written communication skills.
- High School Diploma or equivalent technical experience and training.
- Ideally, 2+ years of IT user support experience in a dispersed company of 2000+ employees
- Ideally, 2+ years in customer service experience, direct sales, and/or a high-call volume environment
- Experience supporting hardware issues with laptops (Windows, Macs, and Chromebooks), thin clients, printers, Wi-Fi, and network/internet connectivity in both a dispersed corporate WAN environment as well as consumer grade equipment, components, and services within a users home.
Responsibilities and Decision-Making:
- Provide timely response, communication, troubleshooting & follow-up to all customers’ emails, phone calls, etc. using standard support tools with pertinent details documented within the ticket tracking system for all incident and service requests.
- Perform the functional tasks necessary for proper management of user account creation/terminations, maintenance, and access controls and in compliance with company policies and procedures to maintain SOX compliance.
- Perform research required for issue resolution and/or request fulfillment by displaying competence with established software/features, services, and platforms that Apex provides and supports while continuing to increase technical aptitude and professional growth.
TOOLS:
- Windows 10
- MS Office Suite (Office 365 and locally installed apps)
- Cisco VOIP
- Citrix VDI
- Salesforce
- Collaborative tools (Zoom, MS Teams, WebEx)
- Android & iOS
JOB REQUIREMENTS:
- Exhibits an above average mechanical aptitude and logic-based thinking.
- Exhibits comprehensive technical troubleshooting skills.
- Exhibits exceptional verbal and written communication skills.
- High School Diploma or equivalent technical experience and training.
- Ideally, 2+ years of IT user support experience in a dispersed company of 2000+ employees
- Ideally, 2+ years in customer service experience, direct sales, and/or a high-call volume environment
- Experience supporting: Windows 10, MS Office Suite (Office 365 and locally installed apps), Cisco VOIP, Citrix VDI, Salesforce, Collaborative tools (Zoom, MS Teams, WebEx), Android, & iOS.
- Experience supporting hardware issues with laptops (Windows, Macs, and Chromebooks), thin clients, printers, Wi-Fi, and network/internet connectivity in both a dispersed corporate WAN environment as well as consumer grade equipment, components, and services within a users home.
OUR AWESOME BENEFITS:
- Competitive hourly pay
- Health, Dental and Vision Insurance
- Long and Short-Term Disability
- Life Insurance
- Vacation and Holiday Pay
- 401k Retirement Plan
- Training and Advancement opportunities
- Tuition Reimbursement
- Birthdays Off
- Philanthropic Opportunities
- Referral Program
- Partial Gym Membership Paid
- Team Building Events
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 [email protected].
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 [email protected].