IT Support in Huntsville, AL at APEX Systems

Date Posted: 6/26/2018

Job Snapshot

Job Description

Job #:  861737

*MUST be capable of acquiring/maintaining a DOD Secret clearance*

 

Title: Desktop Support Analyst

Location: Huntsville, AL

 

Perks:

  • Free parking
  • Growing team with upward mobility

Project Description: Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions. The candidate will also use his/her expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary.  Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.  Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts. Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

 

Responsibilities:The Technical Support Technician’s role is to prevent and resolve technical issues and to assist end users in accomplishing their business tasks. The candidate should be dependable with an excellent attendance record, cooperative and respectful to clients and co-workers. The following is a brief list of the responsibilities commensurate with the responsibilities for this position.

  • Provide technical support and troubleshooting services to end-users who need assistance with their computer hardware and software.
  • Tier II service encompasses receiving phone calls, emails, chat, instant messaging, texts and responding the service calls as necessary
  • Documenting and triaging service request; and solving or escalating the request
  • Tracking request status and providing routine progress updates to the customer; and following up with the customer on the resolution of ticket for completeness/quality and satisfaction.
  • Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
  • Upgrades software components as required
  • Provides customers with network technical support.
  • Experience supporting mobile devices such as IOS, Android, Blackberry and Windows.
  • Instructs customers and support staff in use of equipment and software

EDUCATION REQUIREMENTS: Bachelor's Degree from an accredited university in an IT related discipline. May substitute with a minimum of 4-6 years of IT Infrastructure services support experience and HS Diploma.

 

DESIRED SKILLS: Prior experience successfully delivering help desk and field support services.  Experience supporting large enterprise IT Projects and Corporate integration activities. This position requires a comprehensive knowledge and mastery in this field and the ability to complete difficult and complex assignments on time within a fast paced environment.

 

VERBAL & WRITTEN COMMUNICATION SKILLS: Investigates and interprets technical and/or complex information, with the ability to deliver professional presentations on all facets of IT field support delivery.  Demonstrated ability to work with matrixed resources. Possesses strong organizational, time management and customer engagement skills.

 

REQUIRED LICENSE AND CERTIFICATIONS:

• Microsoft Technology Associate (MTA)

• A+ Certification

• Network+ Certification

• Security+ Certification

If you are interested in the position, email lavila@apexsystems.com or call (205)623-1115.