Desktop Support II

Job#: 2043483

Job Description:

JOB TITLE: Desktop Support Level II
LOCATION: Onsite in San Antonio, Texas
ROLE TYPE: Long Term Contract
COMPENSATION: $22-24/hr.
*If interested and qualified, please reach out to the technical recruiter, Nicole, at [email protected]
POSITION SUMMARY: This position is responsible for ensuring customer satisfaction of end users and peers by resolving their reported technical issue in a vigorous, professional, and sincere manner. The Desktop Support Level II ensures that service delivery adheres to organizational standards. The individual will use his/her skills to preform the required job requirements to the organizations end users from a remote IT Service Desk environment. Ensuring timely incident resolution and superior customer service is a primary objective for the Desktop Support Level II role.
RESPONSIBILITIES:

• Ensure professional, timely and polite support to all our end users
• Have in depth knowledge of our tools and ticketing procedures
• Follow standard help desk protocols, procedures and guidelines as provided
• Identify, troubleshoot and resolve a wide range of computer & network related problems
• Basic understanding of Line of Business (LOB) applications and associated third party vendors
• Stay current with system information, changes and information technology updates
• Any other special projects or tasks assigned

• Create new tickets (ServiceNow *Preferred) for end users that place phone calls or start chat sessions with the Service Desk.
• Deploy applications using SCCM
• Basic knowledge of Active Directory
• Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation
• Resolve tickets when able based on documentation, training and tools.
• Develop, maintain, and execute a daily routine to review and update existing assigned tickets
• Follow ticket management principles per training
• 1st communication with the customer is attempted via a phone call
• Ensure SLA timelines are met
• Ensure ticket statuses are maintained correctly based on training provided
• Ensure accurate time worked is reported on each ticket
• Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
• Assume full ownership of all tickets assigned
• Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.
• Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
• Complete Quality Assurance calls to end users following closure of tickets by Tier II and III.

• IT industry certifications are preferred, specifically CompTIA Network+, Security+, Microsoft Professional, and Cisco Associate

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 [email protected] or 844-463-6178.