Overview
On Site
Full Time
Skills
Mergers and Acquisitions
Team Leadership
Service Management
Tier 2
Incident Management
Customer Relationship Management (CRM)
Information Technology
Printers
Research
Customer Satisfaction
Accountability
Customer Support
Authentication
Group Policy
IP
Intellectual Property
DNS
Dragon NaturallySpeaking
IT Security
Knowledge Base
Workflow
Issue Tracking
A+
Service Desk
Operating Systems
Microsoft Windows
OS X
Mobile Devices
IOS Development
Android
Network
Citrix
Active Directory
Microsoft Exchange
Microsoft
Database
ServiceNow
BMC Remedy
Technical Support
Dell
HP
Computer Hardware
Oracle
PeopleSoft
Workday
Epic
Decision-making
English
Teamwork
Active Listening
Problem Solving
Conflict Resolution
Adaptability
Management
ProVision
Health Care
Clarity
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Oracle Application Express
Apex
Job Details
Job#: 2075687
Job Description:
Position: PC Field Technician
Location: Onsite; Cambridge, MA
Duration: 6+ month contract
?For applicants who are interested in this opportunity, send your updated resume to (Alexa Whalen- Talent Strategy Team Lead)
Job Summary: Responsible for delivering world class field support services across all client entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 In-person support position is responsible for all aspects of customer requests and incident management. This includes acting as an escalation point on tickets not resolved by the Service Desk as well as logging, triaging, resolving, and timely follow up of service requests/incidents. The Field Support Technician interacts with all levels of colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. Must be willing to be on-call after business hours on a rotational basis. On a day-to-day basis, the Field Support Technician ensures proper operation and support of PCs, printers, peripherals, and mobile devices. This individual also supports all standard operating systems, software applications, and vendor devices. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.
The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.
Primary Responsibilities:
Required Qualifications:
1. High School diploma or GED required.
2. Certificate 1 A+ Certification preferred.
3. 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment..
4. Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals is required.
5. Solid experience of Citrix Systems application is required. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required. Solid experience of Microsoft O365 applications is required.
6. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems. Knowledge and experience with ITSM systems such as Service Now or Remedy.
7. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
1. Moderate Knowledge of Dell, Apple, HP and Ricoh hardware is desirable.
2. Knowledge of Oracle PeopleSoft and Workday application is desirable.
3. Knowledge of the Epic application is desirable.
Competencies:
1. Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
2. Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
4. Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
5. Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
6. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
7. Team Work: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.
8. Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Social/Environmental Requirements:
1. Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work.
2. Work is varied every day and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities.
3. No substantial exposure to adverse environmental conditions
4. Health Care Status: HCW 3: Regular provision of service in a patient care area. Examples: Unit coordinators, lead coordinator/supervisor, patient liaison, nutrition services, environmental services, registrars, information desks, security, etc- Health Care Worker Status may vary by department
Sensory Requirements:
Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity > 20 feet, Visual clarity feet, Conversation, Monitoring Equipment, Telephone, Background Noise.
Physical Requirements:
Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.
This job requires frequent walking, standing, bending neck, bending waist, twisting neck, twisting waist, maintain crouch for > 5 minutes, Repetition crouch(>2 times/minutes), climbing, maintain crouch for > 5 minutes, Repetition crouch(>2 times/minutes), Power Grasping using one hand, Fine Manipulation using one hand, Pushing/Pulling using one hand, Keyboard use, Reaching-above shoulder height, Reaching-below shoulder height, Lifting and carrying items weighing up to 10 lbs, Lifting and carrying items weighing up to 25 lbs, Pushing items weighing up to 10 lbs, Pushing items weighing up to 25 lbs.There may be occasional Crawling, Lifting and carrying items weighing up to 50 lbs, Pushing items weighing up to 50 lbs.
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.
Job Description:
Position: PC Field Technician
Location: Onsite; Cambridge, MA
Duration: 6+ month contract
?For applicants who are interested in this opportunity, send your updated resume to (Alexa Whalen- Talent Strategy Team Lead)
Job Summary: Responsible for delivering world class field support services across all client entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 In-person support position is responsible for all aspects of customer requests and incident management. This includes acting as an escalation point on tickets not resolved by the Service Desk as well as logging, triaging, resolving, and timely follow up of service requests/incidents. The Field Support Technician interacts with all levels of colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. Must be willing to be on-call after business hours on a rotational basis. On a day-to-day basis, the Field Support Technician ensures proper operation and support of PCs, printers, peripherals, and mobile devices. This individual also supports all standard operating systems, software applications, and vendor devices. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.
The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.
Primary Responsibilities:
- Responsible for Level 1 support providing basic to intermediate support.
- Exceeds end user expectations by meeting established SLAs and customer demands. Drives high customer satisfaction and ensures services align with client needs. (essential)
- Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to SMEs (Subject Matter Experts) and/or management. Also, acts as an SME for designated technologies. (essential)
- Diagnose and resolve moderately difficult desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication.
- Accuratley responds to desktop issues related to profiles, group policies and local system configurations. (essential)
- Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS. (essential)
- Acquires professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible.
- Participates in cross-training nd acts as an escalation point for the Service Desk. (essential)
- Acquires an understanding of centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues.
- Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations. (essential)
- Acquires an understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats. (essential)
- May contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows. (essential)
- Ensure accurate and timely updates to the ITSM ticketing system (essential)
Required Qualifications:
1. High School diploma or GED required.
2. Certificate 1 A+ Certification preferred.
3. 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment..
4. Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals is required.
5. Solid experience of Citrix Systems application is required. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required. Solid experience of Microsoft O365 applications is required.
6. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems. Knowledge and experience with ITSM systems such as Service Now or Remedy.
7. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
1. Moderate Knowledge of Dell, Apple, HP and Ricoh hardware is desirable.
2. Knowledge of Oracle PeopleSoft and Workday application is desirable.
3. Knowledge of the Epic application is desirable.
Competencies:
1. Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
2. Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
4. Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
5. Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
6. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
7. Team Work: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.
8. Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Social/Environmental Requirements:
1. Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work.
2. Work is varied every day and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities.
3. No substantial exposure to adverse environmental conditions
4. Health Care Status: HCW 3: Regular provision of service in a patient care area. Examples: Unit coordinators, lead coordinator/supervisor, patient liaison, nutrition services, environmental services, registrars, information desks, security, etc- Health Care Worker Status may vary by department
Sensory Requirements:
Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity > 20 feet, Visual clarity feet, Conversation, Monitoring Equipment, Telephone, Background Noise.
Physical Requirements:
Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.
This job requires frequent walking, standing, bending neck, bending waist, twisting neck, twisting waist, maintain crouch for > 5 minutes, Repetition crouch(>2 times/minutes), climbing, maintain crouch for > 5 minutes, Repetition crouch(>2 times/minutes), Power Grasping using one hand, Fine Manipulation using one hand, Pushing/Pulling using one hand, Keyboard use, Reaching-above shoulder height, Reaching-below shoulder height, Lifting and carrying items weighing up to 10 lbs, Lifting and carrying items weighing up to 25 lbs, Pushing items weighing up to 10 lbs, Pushing items weighing up to 25 lbs.There may be occasional Crawling, Lifting and carrying items weighing up to 50 lbs, Pushing items weighing up to 50 lbs.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.