IT Support Specialist

Job#: 2072692

Job Description:

IT Support Specialist II

Location: Morrisville, NC - 100% onsite

The IT Support Specialist II provides Tier 2 end-user support for 2500+ staff in multiple locations and countries. This role will assist in the day-to-day operation, maintenance, and troubleshooting of corporate desktops, phones, audio video equipment, and desktop applications.

What You Will Do

• Provide tier 2 technical support for a wide range of IT issues, including hardware, software, and networking problems utilizing a service management ticketing system.
• Demonstrate expert-level proficiency in troubleshooting and resolving hardware-related issues across various devices, ensuring seamless operations and minimal downtime.
• Utilize extensive hands-on experience with hardware components, including installation, configuration, and maintenance of desktops, laptops, printers, and peripherals.
• Offer advanced support and administration for Microsoft Office 365 suite, including but not limited to InTune, Exchange Online, SharePoint, Teams, and OneDrive, ensuring smooth user experiences and efficient collaboration tools.
• Diagnose and resolve complex technical issues related to enterprise-level business systems, leveraging O365 capabilities to enhance operational efficiency and productivity.
• Act as a subject matter expert in O365 applications, providing guidance, training, and documentation to users and lower-tier support staff.
• Proactively identify opportunities to enhance IT processes and systems, recommending and implementing improvements to optimize performance and user experience.
• Document solutions, procedures, and configurations to maintain a comprehensive knowledge base, enabling efficient issue resolution and knowledge sharing within the team.

What You Will Bring

• Proven experience in providing L2 technical support in a corporate environment (manufacturing a plus).
• Expertise in Microsoft Office 365 administration and troubleshooting.
• Strong hands-on hardware skills with the ability to diagnose and resolve hardware-related issues.
• Knowledge of enterprise business systems is highly advantageous.
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar qualifications are a plus.

How You Will Be Successful

• Communication: You have impeccable written and verbal communication with the ability to translate technical information in a non-technical format. You're able to demonstrate active listening to make your customer feel heard and understood.
• Bias for Action: You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership.
• Great people skills: You're empathetic and understanding to employees who need your help. You aim to build effective relationships across the organizations, as well as externally with 3rd parties. You are mindful of diverse perspectives and display patience and professionalism working with employees having a range of computer competencies.
• Passion and Pride in your work: You love what you do and how you can add value; You ensure consistency and quality of your work and take a methodical approach to troubleshooting and resolution.
• Logical and analytical: You're able to distill and synthesize complex ideas into concise, meaningful information. You're adept at prioritization and project management with attentiveness to detail and consistent follow-through.
• Growth mindset: You thrive in a dynamic and fluid environment because you are a self-starter who is eager to learn, grow, and build something great together; building and enhancing programs appeals to you. You have a desire to stay current on technology trends and Information Technology concepts.
• Service Orientation: You keep internal and external customer(s) in mind at all times. You strive to proactively address concerns and needs and to provide consistent satisfaction.

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 or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.