Job#: 3026865 Job Description: Position Overview
The purpose of this position is to perform a variety of computer systems administration, support, and project tasks. Responsibilities include analyzing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, and software applications.
This position provides support to walk-in customers, reinstalls operating system images on computers, replaces broken hardware in desktops and laptops, ensures equipment is updated and functioning properly before returning it to the end user, and escalates service requests that require additional attention or faster resolution.
Distinguishing Characteristics
This is the entry-level class in the Technical Support Analyst series. This class is distinguished from the Technical Support Analyst II level by performing more routine tasks and duties and requiring closer supervision. This position is typically used as a training class, and employees may have limited or no directly related work experience.
Essential Functions
- 25% - Builds operating system images by gathering application needs from departments; ensures images remain updated with patches and application updates; confirms all settings are correctly applied; builds images within a specific baseline; ensures images function across different hardware models; and creates images tailored to user-specific needs.
- 20% - Disposes of equipment by ensuring all hard drives are deleted to required standards; promptly picks up user equipment; documents equipment disposal; and delivers equipment to the disposal site.
- 20% - Ensures customer desktops or laptops are replaced, imaged, and configured according to schedule; coordinates delivery and setup with customers; verifies equipment is functioning properly; retrieves old equipment; and updates records accordingly.
- 15% - Repairs computer software and hardware, including component replacement; performs software installations; replaces entire computer systems when necessary; backs up and restores user profiles; and works with vendors to obtain replacement parts or warranty replacements.
- 10% - Assists walk-in customers by answering questions, demonstrating how to perform specific operations, and resolving user issues quickly.
- 10% - Works on special projects including new product launches; ensures performance standards are met; documents associated processes; trains IT staff on new products; and collaborates with vendors to meet user needs.
Note: Time spent on each function may vary based on operational needs. Regular and predictable attendance is an essential function of this position.
Education and Experience
- Education: Equivalent to completion of the twelfth grade (high school diploma or GED).
- Experience: One year of full-time, professional experience in a related field.
Education and Experience Equivalency:One year of relevant work experience may substitute for one year of required education, or one year of relevant academic coursework beyond the minimum requirement may substitute for one year of required professional experience.
Certifications and Licenses
- CompTIA Security+ (required within six months of start date)
Technical Skills
Intermediate skills and knowledge are required. Work involves supporting systems and approaches that contribute to the design and implementation of major programs or processes organization-wide. Independent judgment and decision-making skills are necessary to apply technical knowledge effectively.
Equipment and Software
- Microsoft Office and other standard software programs
- Computer, printer, copier, telephone, and standard office equipment
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 uses a virtual recruiter as part of the application process. Click for more details.
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.
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