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  • ID
    #43845228
  • Job type
    Permanent
  • Salary
    TBD
  • Source
    Apex Systems
  • Date
    2022-07-04
  • Deadline
    2022-09-02
 
Permanent

Job#: 1255798

Job Description: OBJECTIVE

Under supervision, the Deskside Support Specialist II will be responsible for resolving incidents related to our client's Information Technology end-user systems, fulfilling IMAC requests for end-user IT requirements, fulfilling project tasks and providing hands and eyes support of the our client's Data center when needed. They should be able to resolve less complex incidents immediately, while working to resolve more complex incidents in collaboration with their peers prior to engaging a higher level of technical support. The Deskside Support Specialist II should assist in the recognition of trends and identify potential technical problems proactively to ensure that IT Operations provides world class service to the our client's US Business.

ESSENTIAL FUNCTIONS
  • Previous hands-on End-user / Image management and IT support experience in a Corporate environment.
  • Ability to effectively assess the nature of end-user device incidents, working with various end-users within the company
  • Ability to effectively troubleshoot incidents through to resolution
  • Ability to document, track and manage the status of incidents and requests within ITSM tool
  • Conform with and abide by all relevant regulations, policies, IT work procedures and instructions.
  • Effectively provide support to users face to face as well as remotely as needed
  • Ability to create, update, manage and deploy Windows Operating System images for Laptops, , Virtual Machines, and other end user devices.
  • Ability to manage Autopilot deployment profiles in Microsoft Autopilot
  • Ability to create role-based application deployment profiles in Microsoft Intune
  • Hands-on support of and experience with using various technologies including:
    • Microsoft Azure AD / InTune / AutoPilot
    • Dell / Lenovo Laptops and accessories
    • Data Center Support including:
      • Backup Tape Management
      • Virtual Tape Libraries
      • Wintel / iSeries hands and Eye support (guided support)
    • Microsoft Windows 10
    • Microsoft 365 Suite
    • Logitech Video Conferencing Systems
  • Experience with the following technologies is a plus:
    • iSeries applications / terminal emulator
    • Domino / Notes
    • Avaya Workplace
    • AWS Workspaces
    • Barco Clickshare
    • Symantec Endpoint Protection
  • Ability to understand and adhere to ITIL processes including Asset Management, Event Management, Incident Management, Problem Management, Configuration Management, and others as needed.
  • Liaise with various internal and external technical support teams as needed
  • Work under the direction of IT Management to deliver allocated project work packages/tasks. Familiarity with formal IT Project Frameworks is a plus
  • Other duties assigned to ensure overall departmental efficiency.
OTHER DUTIES
  • Participate in status calls with Vendors, Clients and stakeholders.
  • Provide On-Call support for the Data Center
  • Work closely with Service Delivery Manager to ensure successful delivery of IT Services
  • Other duties and responsibilities as assigned.
CORE COMPETENCIES
  • Demonstrate an understanding of how the Deskside Support function supports the business functions and customers.
  • Customer Service focused
  • Strong Analytical and critical thinking capabilities
  • Attention to detail, deadline oriented
  • Ability to identify and effectively manage priorities and be an effective multitasker
  • Proactive, Self-Motivated, Team Player
  • Ability to communicate IT Technical terminology at all levels of the business up to C-Level
  • Experience with working with IT support vendors, IT equipment suppliers and other remote resources
LEADERSHIP RESPONSIBILITY

This position has no leadership responsibilities.

WORK ENVIRONMENT

This position will be performed from either the Alpharetta, GA or Rolling Meadows, IL office as assigned.

POSITION TYPE/STANDARD SCHEDULE

This is a Full-time position and hours of work are Monday through Friday on a shift schedule between 8:00 a.m. and 7:00 p.m. Eastern. Position requires some after hours support on a rotational basis.

TRAVEL

Minimal travel - Typically less than 10%

MINIMUM REQUIRED EDUCATION & EXPERIENCE
  • 4+ years' experience in IT customer support environment with at least 1 year being focused on Image management
  • Associates or Higher degree in Information Technology, or equivalent work experience
  • A+, Microsoft, ITIL or other applicable certificates are a plus.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Employer

Apex 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 .

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