ID
#46115423
Job type
Permanent
Salary
TBD
Source
Apex Systems
Date
2022-09-29
Deadline
2022-11-27

Service Desk

Georgia, Atlanta, 30301

Permanent

Vacancy expired!

Job#: 1298683

Job Description: Seeking a Technical Help Desk Support Specialist to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Atlanta, GA. In this role, you provide 100% phone support troubleshooting technical problems and advising users on the appropriate action for resolution on a wide range of technologies and issues. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.

Shift Hours

M-F (7AM-4 PM/ 8 AM-5PM)

RESPONSIBILITIES:

Provide outstanding customer support assistance via phone and email in Windows 7, 10 and MAC environments.
Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner.
Meet SLAs in a high volume call center environment.
Utilize solid MS Office 2016 application experience to troubleshoot customer issues.
Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.
Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.
Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS device, Apple/Mac, Blackberries, etc.
Troubleshoot other emerging technologies such as Skye for business, Smart Card/CAT card support, SecurID, etc.

QUALIFICATIONS -

Required Skills / Experience:

High School Diploma or GED and 2+ years of IT related experience troubleshooting hardware and software, and connectivity issues.
Professional customer service skills with the proven ability translate technical findings.
IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 10/Office 2016 (preferably in a high volume IT call center environment)
Familiarity with a SLA driven environment.
Experience troubleshooting Windows 10, MS Office 2016 and strong ability to support MS Outlook.
Experience troubleshooting general networking, wireless , and connectivity problems; and knowledge/experience with remote desktop and VPN.
Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac, Blackberries and any new emerging technologies.
Software knowledge/experience with Active Directory, Internet Explorer, and Adobe
Knowledge of a Ticketing System.

Desired Skills/Experience:

Knowledge in Citrix, Skye for business, Smart Card/CAT card support, SecurID
Technical Certifications - such as MS Certified Desktop Support Technician (MCDST) and MS Certified Systems Administrator (MCSA); HDI Customer Support Specialist Certification 9CSS) or HDI Help Analyst Certification (HDA)

SKILLS AND ATTRIBUTES: -

Highly skilled in multi-tasking
Excellent communication skills
Critical thinking skills and ability to troubleshoot
Impeccable attendance record

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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