Desktop Support II in Grand Blanc, MI at APEX Systems

Date Posted: 8/14/2019

Job Snapshot

Job Description

Job #:  999082
Please send copies of your most up to date resume to Ryan at rmcelroy@apexsystems.com if you are interested in the Desktop Support position!
 
Description:
Provides desktop hardware support for the user community via phone or in person. Works on multiple functional systems that tend to be of moderate to high complexity.
Representative Duties:
  • Provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.
  • Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type.
  • May be assigned to one or more projects as a project team member

Role Specifics/Emphasis:
  • Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute to knowledge management system(s). Escalates issues when necessary.
  • Responds to customer requests received via the service management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner.
  • Assists in the maintenance of and enters the appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.
  • Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including deployment of new devices. Identifies potential issues that could adversely impact end-user experience and takes corrective action.
  • Participates in low complexity local and enterprise projects.
  • Participates in on-call rotation and provides on-call support.
  • Performs proactive maintenance on devices. Participates in the “smart hands” program to assist other IT functional areas when needed.
  • General knowledge of Operational Level Agreements and always works within those metrics.
  • Day to day interactions with the user community and works collaboratively with business and IT stakeholders as it relates to incident management, request fulfillment and problem management.
  • Understanding and adherence to policies and procedures. Contributes to new or modified policies.
  • Provides guidance, training and problem solving to other team members.

Expertise & Experience:
  • 0-3+ years of Desktop support experience.
  • Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.
  • Solid customer service skills

 
 
 
 
 
 
 
 
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 844-463-6178-6178.