Job#: 3015430 Job Description: Software/Hardware Support focuses on troubleshooting and improving our end user hardware and software environment. The team collaborates with all business areas to sustain and enhance the technical systems that enable Ardent Mills to operate simply and efficiently in both mills and offices. They have a deeper understanding of O365, operating systems, and standard software suites. They also perform life cycle management of IT assets, including laptops, desktops, and peripherals.
Day to Day - Act as a primary support point for hardware, application, and data processing requests and issues from our facilities and offices across North America.
- Respond to incoming requests (e.g., emails, dashboard alerts, text, chat, phone, or in person) and accurately identify, diagnose, prioritize, resolve/escalate the tickets within established SLA standards. Enter/update technical problems, causes, status, and solutions within the ITSM software.
- Participate in an after-hours support rotation to provide support to end users.
- Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user's satisfaction.
- Under the direction of senior staff, help create/configure minor enhancements as requested by the business or identified by the application team staff.
- Support projects for software upgrades and new deployments, hardware updates and new deployments, Audio/Visual events.
- Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material, and FAQs for Ardent Mills' team members (end users).
- Work effectively in a team environment to provide support to our end users with a positive customer service attitude.
Essential Skills and Experience- Experience providing excellent customer service
- Highly self-motivated and directed with keen attention to detail
- 1+ years' experience in technical support
- Be tech savvy and able to learn new technology quickly
- Exhibit a strong work ethic and responsible behavior and must maintain the confidentiality of information at all times
- Familiarity with O365 and standard software suites.
- Familiarity with Microsoft Admin Portals (Exchange, O365, Azure, etc.)
- Curious and solutions focused
- Solid documentation skills
- Experience supporting Operating Systems and the O365 Suite
- Excellent interpersonal skills with both technical and non-technical personnel.
Good to Have- Experience with device endpoint management, including configuring, testing, and deploying machines using Autopilot/Intune or similar tools
- Knowledge of SCCM, JAMF, or other endpoint management tools
- Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
- Experience with ServiceNow or similar ITSM software
- Experience with project management, change management, and basic ITIL principles
- Bachelor's degree in computer science or a related field
- Experience or training in Design Thinking
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 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.
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