Tier 1 Help Desk

Job#: 3021341

Job Description:

Job Description:

The purpose of this position is to perform a variety of computer systems administration, support, and project tasks including analyzing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, and software applications.

This is accomplished by providing help to walk-in customers; re-install operating system images on computers; replace broken hardware in desktops and laptops; ensuring that the computer worked on is updated and working properly before returning to end user; and escalating service requests to the appropriate

people in the department that require more attention or faster service.

DISTINGUISHING CHARACTERISTICS:

This is the entry level class in the Technical Support Analyst series. This class is distinguished from the (II level) by the performance of the more routine tasks and duties assigned to positions within the series and by the level of supervision required in the performance of assigned duties. Since this class is typically used as a training class, employees may have only limited or no directly related work experience.

Essential Functions

Note: Regular and predictable attendance is an essential function in the performance

of this job.

Time %

(All below must add to 100%)

Note: Time spent on each essential function will vary based on operational needs and

is only intended to be an approximation over the course of a full year.

15% Repairs computer software to include component replacement within a computer;

software installations; replacement of an entire computer system; user profiles

backups and restores; and works with vendors to get replacement parts or warranty

replacements.

10% Assists walk-in customers by answering user questions; showing users how to perform

a specific operation; and quickly solving user problems.

25% Builds operating system images by gathering application needs from departments;

ensuring images stay updated with patch and application updates; ensuring all

settings are correctly applied; building images within a specific baseline; ensuring

images are working with different hardware models; and building image for users

specific needs.

10% Works on special projects including new product launches; ensures performance;

documents processes involved with the new products; trains IT staff on new products;

and works with venders to ensure user needs are met.

20% Disposes equipment including ensuring all hard drives are deleted to standards; picks

up users equipment promptly; documents disposal of equipment; and delivers to

disposal site.

20% Ensures the customer's desktop or laptop is replaced, imaged and configured

according to schedule; coordinates delivery and set up with customer; ensures

computer or laptop is properly functioning; and retrieves old equipment, and updates

records.

Competencies Required:

Human Collaboration Skills: Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.

Reading: Intermediate - Ability to read papers, periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ordinarily, such education is obtained in high school up to college.

However, it may be obtained from experience and self-study.

Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions, and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.

Writing: Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.

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.