Help Desk Technician II in Bossier City, LA at APEX Systems

Date Posted: 6/18/2019

Job Snapshot

Job Description

Job #:  977668

• This position will provide the traditional tier 1 help desk analyst support functions in addition to providing support for functions typically reserved for a tier 2/level 2 type role.
• Require you to be responsible for providing telephone support to end-user community on hardware, software, and network related incidents, requests, questions, and use.
• Provide first and second level incident resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem. If not able to diagnose incident and/or incident requires physical interaction with end user; dispatches technical support specialists from appropriate team.
• Opens, tracks, and closes incident and service request tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
• Have a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Have experience in the set-up, configuration, use, and trouble-shooting of computers. Trained and certified in automated help desk management systems, if applicable.
• Provide day-to-day telephone support to the end-user community.
• Monitor and track existing incidents and service requests through closure.
• Follow standard escalation procedures.
• Support the service desk and desk side support leads by providing support for other activities outside of standard incident and service request handling.
• Assists end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level - including, but not
Contingencies: This offer of employment is contingent upon you successfully meeting the following criteria:
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.