Vacancy expired!
Apex Systems has an immediate need for an onsite, direct hire, Desktop Technician for a global organization working out of DC. If you or someone you know is interested please reach out to Nick Brady at
Overview Run conference room technology and user support of equipment and software. The nature of this work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues. Responsibilities include, but are not limited to, responding to, troubleshooting, and resolving service requests for hardware and software; creating documentation; providing training to end-users; and collaboration with IT teams. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes Microsoft 365, Mac OS, and Windows (latest version).ResponsibilitiesUser Support- Install, configure, and manage laptops (Windows and MacOS)
- Remedy all issues relating to laptop security
- Verify that Microsoft Windows and Software Updates are installed regularly
- Maintain desktops and laptops including the replacement of parts
- Provide administrative and user support for mobile devices (Android, Windows, and iOS)
- Maintain network printer drivers and assist users with specialized software
- Provide IT and Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer
- Train and support staff on Microsoft 365 tools
- Conduct IT orientation for new staff
- Conduct on-boarding and off-boarding sessions with IT services and policies
- Provide troubleshooting, report reoccurring issues, and research trends for supported systems
- Coordinate support with vendors, when needed
- Purchase core and noncore hardware and software for Apple and Windows devices following purchasing workflow and policies
- Test core and noncore hardware\\software for Apple and Windows devices.
- Assist with loaner equipment such as laptops, phones, projectors, and digital cameras and provide training to staff.
- Carry loads of up to 50lbs, including printers and computers, for physical set up
- Communicate regularly with the field offices to ensure that the DC Office is in compliance with client site regulations and best practices
- In consultation with Baltimore to develop a schedule for key activities and reviews
- Maintain system and configuration change documentation
- Follow IT management processes
- Maintain inventory and assets of office IT hardware and software
- Prepare, document, and communicate system status reports with IT and leadership teams
- Follow the disposal process for outdated equipment, such as preparing\\inventorying equipment and scheduling pickup
- Dispatch, assign, and categorize help desk requests in the ticketing system
- Provide daily/weekly reports on current issues
- Participate in and complete assigned IT projects that meet yearly department goals
- Collaborate with team members to enhance the customer experience
- Escalate technical issues to the Network team as needed
- Share knowledge with Global IT and guide them in the resolution of complex technical problems
- Report on product bugs or unresolvable cases to Vendor
- Follow IT policies, processes, and procedures
- Develop and maintain content for technical procedures, system configurations, and FAQ's
- Other duties as assigned
- BA in Computer Science, or equivalent experience and knowledge
- 5 years' related technical and user support experience
- ITIL Foundation and/or Microsoft Technology certifications preferred
- Highly developed troubleshooting skills and processes
- Experience supporting laptops (Windows and MacOS) and mobile devices (Android, Windows, iOS)
- Experience using and supporting Microsoft 365 tools
- Demonstrated ability to effectively manage several major activities simultaneously; exercise sound judgment in managing daily technology services, determine priorities, and implement and monitor short and long-range project plans
- Strong customer service orientation and ability to interact well with diverse end-users and technical staff
- Ability to explain technical issues to non-technical staff
- Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware
- Ability to work in a team, foster teamwork in others and to manage several major activities simultaneously.
- Experience training individuals in best practices of using computers, managing personal data files, and software applications
- Demonstrated record of applying exceptional customer service principles in fast-paced settings
- Demonstrated problem-solving skills, including identification of issues, obstacles and opportunities and development and implementation of effective solutions
- Excellent communication, verbal and written communication skills and analytical thinking
- Experience with remote desktop support
- Experience interacting with and managing activities with vendors
- Experience with using and troubleshooting devices, such as phones and tablets (Android, Windows, and iOS)
- Strong time management skills
- Ability to explain technical issues to a non-technical audience on a regular basis
- Exercise independent judgment in determining and implementing improvements/solutions for software standards
- Work collaboratively with clients, other technicians and vendor representatives
- Able to carry loads of 50lbs, including servers, printers and computers for physical set up
Vacancy expired!