System Support Specialist in San Jose, CA at APEX Systems

Date Posted: 8/12/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    San Jose, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/12/2018

Job Description

Job #:  854479

The Systems Support Specialist I provides remote and on-site support to PC users; installation, maintenance, troubleshooting and analysis of PC and systems issues/requests, in support of requirements for efficient and effective information systems management. 

This incumbent troubleshoots and resolves simple to moderate user application problems, provides functional and technical expertise to all business units and participates in various projects as assigned.

MAJOR RESPONSIBILITIES / DUTIES

Essentual Duties

Technical Support

  • Provides timely technical support for end-user requests via telephone and hands-on service in headquarters and remote offices.
  • Handles end-user requests by creating, tracking, escalating, thoroughly documenting issues and closing user work requests within the work order ticketing system.  Reviews requests periodically to ensure an effective solution has been provided to the user.
  • Escalates issues to internal Information Technology (IT) staff or external vendor support as required.
  • Configures, deploys, and supports standard desktop and laptop PCs, various of business applications and printers.
  • Work with other IT staff to ensure proactive measures including analysis are being used to prevent the reoccurrence of Incidents, Problems and Known errors.
  • Creates and manages Active Directory user accounts, security groups and Microstoft (M.S.) Exchange/Office 365 distribution groups.
  • Often takes assignments in the form of an outline.  Plans actions and follows through on projects necessary to achieve goals.
  • Ensures all desktops/laptops are updated with the latest security patches and virus definitions.
  • Manages Virtual Private Network (VPN) and wireless access for employees and vendors.
  • Provides support for internal and external auditors.
  • Assists in rollout of strategic corporate initiatives and system changes, which may include office moves, mass system upgrades and special projects.
  • Participates in planning for acquisition of new end-user hardware, efficient deployment of hardware; and performs upgrades on existing hardware to maintain performance standards.
  • Works with various system/application owners and other IT staff on corporate projects, including upgrading of servers as well as end-user hardware and software.
  • Anticipates and prevents potential user problems.
  • Ensures the upkeep and maintenance of IT equipment.
  • Takes ownership of user issues and proactively updates users on the status of their trouble ticket.
  • Takes appropriate action to deal with issues and/or systems needs with management oversight.
  • Receives specific assignments/work objectives/projects from management or senior staff; applies established resources/tools necessary to achieve the department’s business objectives/projects/timelines.

Service Standards

  • Demonstrates outstanding customer service and interaction skills.
  • Maintains professional work ethic, appearance, and communication style on the telephone, via email and in-person.
  • Possess outstanding troubleshooting skills, extreme attention to detail, and ability to work in an interrupt-driven environment.
  • Demonstrates enthusiasm and passion for providing assistance to end-users.
  • Exhibits good writing and verbal communication skills.
  • Exhibits punctuality and reliability on the job.
  • Exhibits strong planning, organization, analytical and time management skills.
  • Prioritizes assignments in order of importance and re-prioritize as the situations demand.
  • Works under pressure and must be flexible and adaptable to a changing environment.
  • Provides regular progress reports for management on a monthly basis.
  • Develops and maintains documentation for a variety of software applications.

Work Schedule

  • Full-time; typically 40+ hours/week
  • Assigned schedule within core business hours, M-F, and assigned rotating 24x7 on-call cover
  • Occasional overtime
  • Flexibility to occasionally work early or late hours, and extended weekend hours, typically with advance notice

Workplace Essentials

  • Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
  • Complies with policies and procedures.
  • Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
  • Complies with requirements imposed by federal, state and local regulatory agencies.
  • Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

MINIMUM JOB QUALIFICATIONS

Education:   B.S. Degree in computing (or related experience) is required.  Microsoft and network certifications are a plus.

Experience:  

  • 3 years' increasingly responsible experience in a technical discipline is expected, including hardware and software desktop support in a Microsoft Windows environment. 
  • Prior experience supporting the current Microsoft Office software suite including, Windows 10 and LANDesk  and various other applications is required.
  • Experience with installing and troubleshooting applications on Windows platforms.
  • Experience in the use and support of productivity software such as Microsoft Office.
  • Strong analytical, time management, problem solving, and troubleshooting skills along with solid understanding of systems architecture.
  • Office 365 experience is preferred.

Knowledge/Skills/Abilities:  

  • Strong hands-on knowledge of the current version of M.S.Windows Office, Windows Server, Active Directory, Group Policy, Domain services,  desktop and laptop PC hardware, printers and understanding of networking protocols is a must.
  • Proven expertise with installing and supporting applications in a virtualized environment using a variety of technologies and virtualization methods.
  • Strong working knowledge of application packaging and deployment methods.
  • Excellent organization and technical documentation skills.
  • Ability to multi-task, coordinate problem resolution management and effectively adapt well to a fast-paced environment.
  • Good verbal/written communication skills and strong interpersonal skills to interact positively and productively with end-users and co-workers.
  • Must be self-motivated and self-directed with the ability to effectively prioritize and execute tasks.
  • Ability to comprehend instructions and details but willing to question in order to clarify requirements.
  • Consistently pays attention to detail.
  • Proven adaptability and flexibility, enthusiastic to new ideas and approaches.
  • Possess solid organizational and detail-oriented skills, with an orientation towards personable customer service. 
  • Strong determination to succeed, while maintaining tact and diplomacy, even when faced with challenges and obstacles.

Travel: This position may require periodic travel to the client's locations in the San Francisco Bay Area.  The incumbent must hold a clear and valid California Drivers’ License.  Possesses current automobile insurance and is willing to drive a company-owned van or one’s own vehicle to conduct occasional business. 

Typical Working Conditions:  Office environment with interaction with a variety of internal and external parties.

Equipment Used:  Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements: 

  • Ability to sit 50% of the day. 
  • Reading a computer screen and perform keyboarding tasks for up to 70% of the day.
  • Lifts up to 50 lbs. periodically.

 

 

 

 

 

 

 

 

 

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 or 844-463-6178.