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Desktop Support Technician in Washington, DC at APEX Systems

Date Posted: 6/14/2019

Job Snapshot

  • Employee Type:
    Contractor
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/14/2019

Job Description

Job #:  980131
General Description
 
The Deskside Service Technician will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing and maintaining all desktop equipment, printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users).
 
Key Responsibilities
 
  • Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems.
  • Provide desk side assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues.
  • Perform scheduled moves, installations and cancellations, as well as other MAC-related tasks.
  • Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.
  • Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management.
  • Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.
  • Ensure all tickets are resolved within documented service levels.
  • Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem.
  • Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.
  • Possess excellent presentation, verbal communication and written skills.
  • Provide technology refresh support as needed.
  • All other tasks as assigned.

 
Qualifications
  • Strong interpersonal skills required.
  • Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously.
  • Must be able to work independently and be self-motivated.
  • Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Some moderately heavy lifting (computers, monitors, printers, etc.) is required.

 
Requirements

  • High school education or equivalent and 6+ years of related experience.
    Security Clearance Required: None
  • Minimum 1 year of experience in a deskside services role supporting end users; troubleshooting and resolving all aspects of computer hardware and software.
  • Minimum 1 year of experience supporting Windows 10 and Microsoft Office Suite (Office 2016).
  • Dell hardware (laptop, desktop, tablet, 2-in-1) and Apple iPhone experience a plus.
  • Experience supporting audio/video and video teleconferencing equipment a plus.

 
Desired Skills
  • CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician

Work Environment
  • This job is performed indoors in an office setting. At times may require travel to another building within the complex (walkable) or in Northern Virginia (shuttle).
  • This position requires extensive walking and standing, as well as sitting for brief periods of time.
  • This position requires the ability to move, carry, push, pull and/or lift up to 45 pounds, as well as climb under/around desks for cable management.

 
 
 
 
 
 
 
 
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.