Helpdesk Tier 1

Job#: 2070006

Job Description:

End User Support Engineer - Richmond, VA (Hybrid)

For any applications, please send resumes to **

JOB FUNCTIONS

Key responsibilities

• Provides first and second-line support. The incumbent will provide support, to end users at all Company facilities and remote employees nationwide, by maintaining a "customer first" attitude to ensure customer/end user satisfaction. All issues will be tracked to resolution.
• Evaluate incoming requests for assistance, identifying affected users and systems.
• Prioritize tickets for resolution, adjusting priorities as appropriate.
• Work to support SLA goals for service tickets and requests.
• Work to resolve tickets, seeking assistance from other team members or escalating as appropriate.
• Communicate outward regarding the status of open incidents and follow-ups once the issue is resolved.
• Properly manage and document each trouble ticket as part of building an internal KB for future reference.
• Coordinate internal and/or external resources to resolve an incident.
• Act as an advocate to escalate issues and find solutions as quickly as possible

REQUIRED EDUCATION AND EXPERIENCE

• Previous application support experience with Microsoft 365 *
• Exposure with Microsoft Azure / Azure AD *
• Technologist with 2+ years of related IT experience; and/or an associate or bachelor's degree in Information Technology or related field.
• 3+ years' experience in a customer support help desk role.
• Demonstrated customer service skills: a patient, caring and attentive demeanor is essential and the ability to strengthen internal relationships through collaboration.
• Able to organize and coordinate work within deadlines; can efficiently handle emerging requirements with accuracy.
• Experience with Windows 10 or higher.
• An ability to adjust to changing situations to meet Urgent and critical issues.
• Ability to perform remote troubleshooting and provide clear and concise instructions
• Attention to detail: excellent organizational skills, strong analytical and problem-solving skills.
• Working knowledge of office automation products and computer peripherals, including but not limited to printers and scanners.
• Ability to troubleshoot and conduct research into a wide range of computing issues.
• Strong communication skills and experience partnering with senior IT and Program leadership. Able to expresses key ideas and obtain tangible feedback from cross-functional team members and stakeholders.
• Works well with vendors in achieving mission success and is committed to providing quality products and services.
• Critical Thinking and Problem Solving - identifies risks, problems, and be able to conduct qualitative and quantitative analysis to generate and evaluate alternatives and to make recommendations.

DESIRED SKILLS

• Experience with Active Directory/O365/Intune administration, and Jira
• Familiar with network troubleshooting
• Certifications; CompTIA A+, Network+, MCSA
• Experience with major hardware vendors (Dell, Lenovo, HP)

For any applications, please send resumes to **

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.