Job#: 3030242 Job Description: Service Desk Tech II
Location: Seattle, Washington (Hybrid)
Employment Type: Contract
Role Overview
We are seeking a Service Desk Tech II to act in a lead capacity for the service desk team's intake work. This position involves providing robust phone support and project assistance. The role requires a presence on-site 4-5 days per week to support various initiatives, including network interconnects, mobile device management enrollment, and coordinated user moves between facilities.
Key Responsibilities
- Act as a lead for service desk intake, providing guidance and support to the team.
- Deliver high-quality phone support to end-users.
- Handle and escalate support tickets according to established processes.
- Perform call quality assurance to maintain service standards.
- Install, support, and resolve issues related to workstation hardware and software.
- Assist with Audio Visual (AV) setup for video teleconferencing and other requests.
- Participate in project work, including departmental moves and PC refreshes.
- Resolve service tickets within established Service Level Agreements (SLAs).
- Adhere to procedures outlined in the Desktop Support Operations Manual.
Required Qualifications
Experience:- A minimum of 3 years of experience in the Desktop Support field, preferably in a healthcare setting.
- Demonstrated experience in a lead role or similar capacity.
- Experience with call quality assurance and ticket escalation procedures.
- Proficiency with project work in a structured project management environment.
Technical Skills:- A+ Certification.
- Dell hardware certification.
- Experience supporting HP printers.
- Knowledge of Windows NT 4.0, Windows 2000, and Windows XP Operating Systems.
- Understanding of Windows network shares and permissions.
- Knowledge of Apple computers and Macintosh OS versions 8.0-10.X.
- Proficiency with MS Outlook client configuration and troubleshooting.
- Experience with AV equipment, including projectors and video teleconferencing systems.
Compensation & Benefits
The pay rate for this position is $25.00 to $29.00 per hour. An Orca Pass is provided for transportation.
This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Apex uses a virtual recruiter as part of the application process. Click for more details.
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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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