IT Call Center Support in Greenfield, WI at APEX Systems

Date Posted: 5/12/2018

Job Snapshot

Job Description

Job #:  839641

Our great client is looking for a full-time resource to join their Support Team for the next 3-6 months, with extension possible. Resources will be working in Greenfield, WI and joining a fast paced, work hard/play hard team. If you are interested please send in your updated resume.

This role will require 100% phone/remote support and require that you work onsite 5 days a week. The position is a metrics based role, where your call times, ticket resolution, and other metrics are measured. 

Ideal candidates will have

  • 1-2 years of helpdesk/phone/email support experience
  • Working knowledge of Windows XP, Windows 7 & Mac OS 10.X
  • Working knowledge of Microsoft products including Office, Visio, etc.
  • Working knowledge of Google applications including GMAIL, Drive, Sheets, etc.
  • Experience creating objects in an Active Directory environment
  • Working knowledge of iPhone/iPad & Android devices, including e-mail configuration
  • Basic understanding of LAN/WAN network topology
  • Excellent written and oral communication skills, including strong telephone skills
  • Build and maintain positive relationships with internal and external customers
  • Eager and willing to drive change in order to improve customer satisfaction
  • Project a positive attitude and be a team player

POSITION SUMMARY:

The IT Support Center Support Specialist plays a key role in providing technical support to the client’s business units. This position acts as a single point of contact for resolution of technical support issues and requests that come in via telephone or e-mail. The IT Support Center Support Analyst will interface with all aspects of each business unit at all levels within the organization.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Responsible for answering incoming Support Center inquiries via telephone & e-mail with a goal of 90% first contact resolution
  • Troubleshoot and resolve any and all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.
  • Implementing software and hardware updates and upgrades in compliance with the client’s Network Operations Center guidelines
  • Network Monitoring – following up on any incidents and involving other resources as appropriate.
  • Organize and prioritize a regularly changing workload with minimal supervision.
  • Assist in the development and maintenance of Support Center documentation as needed.
  • Report any support trends to the IT Service Manager.
  • Technical intermediary between client’s employees and Network Operations Center staff
  • Serve as a backup for the Equipment Setup team, doing PC setups, software installs & printer setups as needed.
  • Research and testing of new technology
  • Occasional travel to offsite locations

POSITION QUALIFICATIONS:

  • Associates’ Degree and one to two years related experience and/or training; or equivalent combination of education and experience
  • HDI Support Center Analyst Certification (to be obtained within one year of employment)
  • Working knowledge of Windows XP, Windows 7 & Mac OS 10.X
  • Working knowledge of Microsoft products including Office, Visio, etc.
  • Working knowledge of Google applications including GMAIL, Drive, Sheets, etc.
  • Experience creating objects in an Active Directory environment
  • Working knowledge of iPhone/iPad & Android devices, including e-mail configuration
  • Basic understanding of LAN/WAN network topology
  • Excellent written and oral communication skills, including strong telephone skills
  • Build and maintain positive relationships with internal and external customers
  • Eager and willing to drive change in order to improve customer satisfaction
  • Project a positive attitude and be a team player
  • Good initiative and assertiveness - a passion for excellence and customer service
  • Proven good attendance record
  • Ability to effectively prioritize and execute tasks in a results driven environment
  • Ability to accurately document detailed events in chronological order.
  • Ability to lift 80 lbs. (assisted) or 40 lbs. (unassisted).
  • Sitting at desk and using computer/keyboard/mouse for extended periods of time (97% of shift) along with answering telephones
  • ITIL 2011 Foundations Certification Preferred

 

 

 

 

 

 

 

 

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 employeeservices@apexsystemsinc.com or 844-463-6178.