Overview
On Site
Full Time
Skills
End-user Training
Repair
Network
Printers
Problem Solving
Computer Hardware
Internet
Remote Access
LAN
Active Directory
Voicemail
Mobile Devices
Database
Desktop Publishing
Cabling
Telecommunications
Computer Literacy
Organizational Skills
Writing
Information Technology
Computer Science
Management
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#: 2089869
Job Description:
The Support Center Technician is responsible for providing technical hardware, software, and network problem resolution to all organizational users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicating technical solutions in a user-friendly professional matter; providing one-on-one end user training as needed; troubleshooting network printer problems; and assisting other teams in the Information Technology department as needed. The Support Center Technician fields all Support Center calls from the organizational user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to appropriate support personnel; and contacts third-party vendors for warranty service repair. Work is performed within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives and to apply concepts, plans, and strategies that may deviate from traditional methods and practices.
EXAMPLES OF DUTIES
These examples are intended only as illustrations of the various types of work performed in positions allocated to this class. The examples of work performed are neither restricted to nor all-encompassing of the duties to be performed under this job title.
Identifies, diagnoses, and resolves Level One problems for users of the organizational network, including computer hardware and software, desk phones, mobile devices, copiers, printers, and receipt printers.
Provides one-on-one end-user problem resolution over the phone for approved hardware and software.
Assists the Support Center Supervisor with asset tagging and tracking as needed.
Assists the Asset Allocation Team in the delivery, set up, and configuration of end-user PC
desktop hardware, software, and peripherals.
Diagnoses and resolves end-user printer, copier, PC hardware, software, phone, mobile device, email, Internet, remote access, and LAN access problems.
Administers password resets for Active Directory, Voicemail, mobile devices, and approved
organizational software and applications.
Participates in after hours support.
QUALIFICATIONS
Knowledge of:
Information system technologies.
Word processing, spreadsheet, database, and desktop publishing techniques.
Practices and procedures of repairing computers, peripheral devices, cabling, and telecommunications equipment.
Hazards and generally accepted safety standards.
Skills in:
Analyzing, installing, and maintaining computer systems and related equipment.
Effectively working with staff members of all computer skill levels.
Organizing work effectively and efficiently.
Communicating clearly and concisely, both orally and in writing.
Establishing and maintaining effective working relationships with those contacted in the course of work.
Ability to:
Maintain information technology systems.
Experience and Education:
High School diploma or equivalent.
Bachelor's Degree in Computer Science or related field, or the direct equivalent experience
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:
The Support Center Technician is responsible for providing technical hardware, software, and network problem resolution to all organizational users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicating technical solutions in a user-friendly professional matter; providing one-on-one end user training as needed; troubleshooting network printer problems; and assisting other teams in the Information Technology department as needed. The Support Center Technician fields all Support Center calls from the organizational user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to appropriate support personnel; and contacts third-party vendors for warranty service repair. Work is performed within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives and to apply concepts, plans, and strategies that may deviate from traditional methods and practices.
EXAMPLES OF DUTIES
These examples are intended only as illustrations of the various types of work performed in positions allocated to this class. The examples of work performed are neither restricted to nor all-encompassing of the duties to be performed under this job title.
Identifies, diagnoses, and resolves Level One problems for users of the organizational network, including computer hardware and software, desk phones, mobile devices, copiers, printers, and receipt printers.
Provides one-on-one end-user problem resolution over the phone for approved hardware and software.
Assists the Support Center Supervisor with asset tagging and tracking as needed.
Assists the Asset Allocation Team in the delivery, set up, and configuration of end-user PC
desktop hardware, software, and peripherals.
Diagnoses and resolves end-user printer, copier, PC hardware, software, phone, mobile device, email, Internet, remote access, and LAN access problems.
Administers password resets for Active Directory, Voicemail, mobile devices, and approved
organizational software and applications.
Participates in after hours support.
QUALIFICATIONS
Knowledge of:
Information system technologies.
Word processing, spreadsheet, database, and desktop publishing techniques.
Practices and procedures of repairing computers, peripheral devices, cabling, and telecommunications equipment.
Hazards and generally accepted safety standards.
Skills in:
Analyzing, installing, and maintaining computer systems and related equipment.
Effectively working with staff members of all computer skill levels.
Organizing work effectively and efficiently.
Communicating clearly and concisely, both orally and in writing.
Establishing and maintaining effective working relationships with those contacted in the course of work.
Ability to:
Maintain information technology systems.
Experience and Education:
High School diploma or equivalent.
Bachelor's Degree in Computer Science or related field, or the direct equivalent experience
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.