Deskside Support Specialist

Job#: 3034477

Job Description:
Deskside Support Specialist

Location: Owings Mills, Maryland (On-site)
Employment Type: Contract

Role Overview

A position is available for a Deskside Support Specialist responsible for providing tier 2 technical support and assistance to end-users. This role involves troubleshooting hardware and software issues, configuring and maintaining end-user technology such as laptops and mobile devices, and ensuring all IT-related problems are resolved efficiently. The Deskside Support Specialist will work with other members of the IT department to support business and IT users and will perform job duties with minimal supervision.

Key Responsibilities

• Serve as a point of escalation for the service desk team.
• Work to resolve tickets within agreed-upon service levels and perform root cause analysis to prevent future issues.
• Handle all on-site activities, including user moves and adds, conference room support, and digital signage support.
• Manage end-user-related change control activities.
• Conduct problem management through root cause analysis to reduce ticket volume and improve processes.
• Establish and maintain positive working relationships with all organizational departments.
• Act as the Deskside Support point of contact with vendors.
• Document and maintain procedures according to departmental standards.

Required Qualifications

Experience: 2-4 years of technical work experience, with progressive advancement from entry-level to advanced tier support.

Technical Skills:

• Experience with MacOS.
• Knowledge of ITSM platforms, with a preference for ServiceNow.
• Experience with Networking, Microsoft Products, and various IT systems.
• Knowledge of Active Directory concepts and administration.
• Familiarity with Cisco Video conferencing and Microsoft Teams Rooms.
• Experience working in a structured, process-driven environment.
• Knowledge of Microsoft Intune.
• Scripting, packaging, and deployment knowledge for applications and operating system changes.
• Experience supporting M365/MS Office and various WiFi-enabled devices.
• Experience supporting remote users.

Soft Skills:

• Ability to clearly communicate technical concepts to technical and non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
• Ability to multi-task in a fast-paced environment.

Preferred Qualifications

• A BA/BS in Information Systems or a related field is preferred.
• Technical certifications such as CompTIA A+/Net+ or ITIL v4 are preferred.

Compensation & Benefits

The anticipated pay range for this position is $28.00/hr to $32.00/hr. The pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and experience.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apex uses a virtual recruiter as part of the application process. Click for more details.

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Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.

Everforth Apex Benefits Overview: Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.