Technical Support Analyst II

Job#: 1322391

Job Description:

Technical Support Analyst II

Onsite in Tempe, AZ

Apex Systems has an opening for a Technical Support Analyst II at one of our top Pharma/Healthcare clients. Please read the description below and send your qualified resume to Alexander Zarrabian:

Overview:

The Technical Support Analyst II is responsible for basic to complex configuration and upgrades of software, hardware, as well as network connectivity for internal desktop systems, laptops, printers, and smartphones. Under close to general supervision, identifies and resolves a wide range of basic to complex tasks and enterprise deadline driven projects. Handles hardware/software for local and remote connectivity related issues including upgrades and implementations while working within the requirements of a metrics driven Service Level Agreement.

Responsibilities:

• Diagnoses, identifies, isolates, and resolves Level 1-2 and some Level 3 issues utilizing historical database records and technical expertise
• Follows through to resolution assigned cases that range from simple to complex utilizing a variety of tools and intra-company resources
• Documents troubleshooting efforts and resolutions into company Help Desk ticketing application
• Supports a user community of all levels of employees with desktop applications, hardware components, network connectivity, smartphone, and proprietary software
• Assists remote users with wired and wireless connectivity, RSA tokens, permissions, and account requests
• Ensures company established service level agreements (SLAs) regarding responses and resolutions
• Maintains active directory users, groups, and computers
• Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components
• Maintains department images using imaging software, including testing, custom configuration, and deployment
• Under close to general supervision, assists with technical projects from concept through resolution
• Collaborates with senior technical staff for resolution of complex problems
• Alerts management to outages, priority issues, recurring problems, and patterns
• Follows the departments' standard processes for escalation and notification procedures
• Adheres to the IT Department and the Company's policies, procedures and established best practices
• Creates and/or revises existing technical documentation and procedures as needed
• Collaborates cross-functionally with other departments within IT to work through technical issues
• Coordinates vendor site visits for repairs of printers, Audio Visual (A/V) equipment as well as conference room equipment
• Manages the account lifecycle for internal and external clients
• Prepares scheduled/unscheduled maintenance notification messages for distribution and maintains templates
• Alerts management to outages, priority issues, reoccurring problems, and patterns with internal and external clients
• Under close to general supervision, works on projects as well as resolves complex problems to resolution by utilizing a variety of tools and intra-company resources

For consideration candidates will need:

• Associates degree or equivalent combination of education and experience required
• BA/BS degree preferred
• At least two (2) - four (4) years' related experience with increasing responsibility in a technical role for a midsize or larger organization (500+ user environment)
• Must have hands on experience with desktop support, application, and network connectivity

Technical skills, Certificates, Licenses, Registrations:

• Microsoft Windows 7/10, Exchange 2010, Active Directory, and Microsoft Office 2010 - 2016 as well as imaging and enterprise deployment software
• CompTIA A+ and Security + certification, not required, but strongly preferred
• CompTIA Network+ or Windows 7/10, not required, but preferred

This position requires occasional domestic travel as well as attendance at various local conferences and meetings.

To apply, please send your qualified resume to Alexander Zarrabian:

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 .