Apex Informatics
Help Desk Support Specialist
Atlanta, GA, USA
TECHNICAL SUPPORT SPECIALIST JOBDUTIES AND RESPONSIBILITIES.
·Serves as the primary escalation point forincoming queries and technical issues.
·Manages and/or assigns projects and tasks toother team members as appropriate
·Advises, collaborates and assists businessunits with system enhancements and modifications
·Provides technical assistance and support forincoming queries and technical issues related to systems, networking, phonesystems, audio/visual equipment, computer software (e.g., Windows 10, MicrosoftOffice, various browsers), hardware, etc.
·Effectively provides user support over thephone, in person, and via remote tools.
·Responds to user requests promptly,demonstrating courtesy and respect for customers to ensure complete problemresolution and satisfaction through appropriate follow-up.
·Assists users with information security andprivacy questions; provides directions for the correct action.
·Supports telecommunication devices andservices; assists users on various vendor wireless networks and telephony.
·Distributes and reviews user equipment asrequired; updates inventory asset management systems with assigned equipment; ensuresequipment is clean, up-to-date, and operational.
·Provides installation and assistance forlaptops, desktops, printers, scanners, cell phones, air cards, landlines, networks,and other assigned peripherals.
·Troubleshoots end-user problems; troubleshootsdesktop and network printing problems for various vendor printing devices.
·May be asked to train users on IT hardware andsoftware (e.g., laptops, printers, login, email, etc.)
·Creates user support documentation and instructions.
·Multi-task, prioritize problems, and managetime to ensure the timely resolution of incidents.
· This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.
TECHNICAL SUPPORT, SPECIALIST SKILLS,AND QUALIFICATIONS.
·Minimum of 2-3 years of IT technical support
·Strong knowledge and experience installing,configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems,etc.
·Technical expertise should include Windows 10,MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterpriseanti-virus solutions, Helpdesk ticketing systems, and Azure.
·Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
·Knowledge and proficiency in Mobile devicemanagement, including IOS and Android devices operating systems Enterpriseencryption solutions, Windows PC/laptop management via Active Directory, andrelated software.
·Willing to work off-hours and weekends whenrequired for projects or emergency support.
·Experience installing, configuring, andsupporting network printers and audio/visual equipment
·Effective use of ticketing systems to trackand document incidents (ServiceNow and Sales Force
·isstrongly preferred)
·Highly detailed and process-oriented withadvanced troubleshooting, incident resolution, and documentation skills
·Strong team leadership, time management, andcoaching and mentoring skills
·Excellent customer service and communicationskills are a must.
·Desktop Technician will provide day-to-daylocal remote desktop support, receive inbound calls, answer questions,troubleshoot, and document steps performed to resolve challenges with hardware,software, and application issues in a ticketing system.
·Providing fault analysis to customers’ coreoperating systems and platforms, providing support, and applying desktop faultresolution for the approved application suite.
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