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Helpdesk Support - Int in Renton, WA at APEX Systems

Date Posted: 5/17/2019

Job Snapshot

  • Employee Type:
  • Location:
    Renton, WA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job #:  970340

Position: Helpdesk Support
Location: Renton, WA
Work type:
•contract position with potential to extend
Targeted Start Date: June 2019
Job Description:
Provides Level 1 and Level 2 support. Helpdesk needs include phone support, handling minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support. Responsibilities include maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications technologies throughout the Firm, to maximize Firm-wide productivity and minimize system downtime. Assists with Helpdesk duties and installs hardware and software.
Daily Responsibilities:
  • Receive and process Service Requests and general requests and inquiries from customers, while providing first contact resolution when possible or routing as appropriate.
  • Accurately classify, prioritize, and record details for all issues into the ticketing system Identify and recommend opportunities for improvement in documentation, training, and processes to ensure continuous improvement.
  • Research customer questions using available information resources and provide process updates to documentation specialists as needed.
  • Provide the general support environment by assisting Client’s managers and other authorized requesters.

Experience and Skills Requirement:
  • 1 year experience in a Customer Support role in a large organization.
  • Basic understanding of fundamental operations and relevant knowledge of software such as Windows, Microsoft Office Suite and general IT exposure Knowledge of ticketing systems used within an IT environment, preferably Remedy.
  • Experience working in IT Experience working with Remedy Able to communicate with peers and customers.
  • Excellent communication skills.
  • Ability to work effectively in a group environment Strong customer orientation.
  • Ability to prioritize work to meet service level agreements.
  • 80%-100% Phone support in a technical contact center environment (enterprise level Help Desk/Service Desk) 
  • Minimum of 2 years of recent and concurrent experience in a technical contact center environment (enterprise level Help Desk/Service Desk) 

•Experience with supporting Medical Devices is a HUGE plus

EEO Employer
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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.