Deskside Support Technician

Job#: 2083045

Job Description:

Job Title: IT Technician

Position location: Northeast San Antonio, TX

Schedule: 100% onsite Monday through Friday 8am-5pm CST

Education Level: HSD/GED required, Associates/Bachelors desired

Relevant Experience Level: 3+ years of deskside support, hardware/software break-fix

This position is responsible for providing operational and technical support for corporate end-user workstations within the San Antonio BLAN environment. The successful candidate must understand business requirements and translate these requirements into solutions. The position must work collaboratively with multi -disciplinary workgroups to seek solutions to problems, and champion compliance & change efforts which result in improved user experience and customer satisfaction.

Responsibilities:

• Focus on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large.
• Accurate escalation of tickets to internal teams, management or outside resources, with detailed notes on activities including resolution.
• Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner
• Install, configure, troubleshoot and maintain desktop/laptop computer images
• This is an onsite position and work hours are typically Monday - Friday, 8 - 5 pm. The employee must be flexible however to meet the needs of the business when necessary, work hours may change depending on work responsibilities.
• Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes
• Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms
• Maintain knowledge base of relevant hardware and software applications
• Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks

Technical Abilities Required:

• SME in supporting and troubleshooting Windows 10, Windows 7, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and IOS devices (iPad and iPhone)
• Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need
• Extensive support with VPN, Citrix, and Wireless Networks
• Assist with phone systems, upgrades, maintenance in the Findlay office
• Asset management, including maintenance of network component inventory; printers and other hardware items
• Responsible for installation, configuration, maintenance, and troubleshooting of all end user workstation(s) hardware support, software and peripheral devices
• Experience supporting Video conference technologies
• Networking connectivity knowledge and troubleshooting
• Installation and configuration of local LAN printers
• Maintain a continuous focus on technology and information security

Skill Sets:

• Drive for Results - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive
• Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them to understand and retain the message.
• Business Partner - Actively aligning departmental concerns with overall organizational concerns; consciously seeking bottom-line results. Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. Making customers and their needs a primary focus of ones actions; developing and sustaining productive customer relationships
• Managing Priorities- Effectively managing time and resources to ensure that work is completed efficiently.
• Teamwork - Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of goals
• Keeps the organizations vision and values at the forefront of decision making and action
• Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values

Qualifications:

• 3+ years working with and supporting end users and VIP's
• 3+ years working with third party service suppliers - should include SLA and service definition functions
• Experience working with remote and travel users - plans and assists with issues that come up
• Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
• Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
• Ability to support and explain technical concepts to users at various levels of technical proficiency
• Effectively manages difficult or volatile situations
• Able to read and understand technical manuals, procedures, and OEM guides.
• Excellent interpersonal skills
• Ability to assess, analyze and research technical situations and provide viable alternatives
• Ability to learn new technologies and procedures quickly
• Ability to communicate effectively with wide variety of users, and technical teams.
• Technical writing

Other Required Characteristics:

• Self-motivated
• Results-oriented
• People-oriented
• Team Player
• Strong interpersonal abilities - must project credibility and integrity
• Goal seeker
• Inquisitive
• Creative
• Detail oriented
• A great listener
• Self-Critical
• High Judgement
• Trusted
• Action and Results orientated

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.