Help Desk Tier 2

Apex Systems, Inc

2019-09-05 12:35:43

Job location Glen Allen, Virginia, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Description Job #:

Key Responsibilities:
  • Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
  • IT Service Desk - provides first level technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests
  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
  • Follow-up with end users to provide status updates as per service level guidelines(SLA's)
  • Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Work collaboratively with people across the organization
  • Support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) including install, modification and repair

  • Minimum of 18 months+ experience working in a IT Service Desk/inbound Call Center environment
  • Experience using ITSM Ticketing tools (e. g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
  • Sound understanding of customer support, operations, and processes
  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
  • Working knowledge of the Microsoft Office application suite including MS Outlook
  • Experience with multi-platform Windows O/S required
  • Active Directory, and Exchange preferred
  • Demonstrated capability to achieve results under pressure in a fast paced client driven environment
  • Strong desire and enthusiasm to serve customers
  • Basic knowledge of ITIL and Service Desk metrics/SLA s

  • Experience with SCCM, scripting, and SQL reporting
  • Associate s (or equivalent) degree in Computer Science or Information Technology from a technical school
  • Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))

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 -6178.

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