Vacancy expired!
Apex Systems is looking for Helpdesk Support contractors to help with a 12+ month long contract. Position is 100% Remote with preference for people within driving distance of Madison, WI in case company changes requirements Please email your resume to Jodi, These individuals will act as the Level 1 responders to Help Desk tickets. They will triage what they can and route tickets to the appropriate IT support teams for escalation. Must Haves: Good communication skills, some previous HD experience, good troubleshooting skills
JOB SUMMARY: Responsible for providing first-tier escalation support for Help Desk calls. Responds to requests and incidents and, whenever possible, implements a solution to provide first-call resolution for the end user. ACCOUNTABILITIES These accountabilities are not intended as a complete list of specific duties and responsibilities and does not limit or modify the right of any supervisor to assign, direct, and control the work of employees assigned to this job. Primary Accountabilities Assists end users by providing a mix of technical and customer service skills. Support is generally of a repeatable documented troubleshooting nature. Provides technical assistance and support for general and routine incoming queries related to End User devices, virtual private network connections and user access management. When necessary, escalates tickets to Sr IT Customer Service Analyst Performs remote software distribution via an endpoint management tool. Coordinates with field or corporate users to ensure that the software is distributed successfully and to the correct end users. Provides assistance and troubleshooting of corporate and personal mobile devices. Manages incident and request, including escalation and assignment to appropriate support team. Creates and manages Master incidents in ServiceNow for IT Rapid Response Teams and Cybersecurity Incident Response teams. Writes, reviews and maintains articles in ServiceNow knowledge base database. Provides in-person and remote technical support for non-IT business functions such as the New Employee Orientation events and Front Desk Security Wireless Access Requests. Provides capital project team support by creating deployment documentation such as FAQs and ticket workflows. Assists with new team member onboarding and training. Trains the Customer Support Agents in new processes and technologies. Creates training documentation as necessary. Works in a secure manner using two-factor authentication and other security measures as required. Participates in a 24/7 on-call rotation. Voices customer requirements into tasks and stories using Agile tools. Communicates with peers such that user tasks and stories are clearly understood by all stakeholders. Supervision Performs work under the direct supervision of a Manager. QUALIFICATIONS The requirements listed below are representative of the experience, knowledge, skills and/or abilities required to perform this job. Educational Requirements Education Level Field of Study Required/Preferred Associate Degree Information Technology Preferred Certification IT Related Preferred Required Experience Experience with Microsoft Windows operating systems and software, client and mobile computing hardware, peripherals, and general End User device troubleshooting and problem resolution. Preferred Experience Incident and request management using ServiceNow experience is strongly preferred. Office 365 and Ivanti's Endpoint Manager (formerly Landesk). Knowledge, Skills, and Abilities Ability to work individually and as a team member. Ability to manage time and work in a high-paced environment. Demonstrated effective interpersonal, verbal, and written communication skills. Demonstrated experience communicating professionally with End Users in problem / urgent situations. Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems. Ability to plan and carry out responsibilities with minimum direction and work effectively when multiple priorities exist.EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, 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 .Vacancy expired!