Senior Information Technology Specialist

3 weeks ago

Bellevue, United States Apex Systems Full time

*Apex Systems is a hiring IT Support Specialist II for a client in Bellevue, WA*


Job Summary

The IT Support Specialist III has the primary responsibility for receipt, triage, and resolution of Service Requests and Incidents related to computer systems, hardware, or software to clients over the phone, online, or in person. If unable to resolve the Service Request or Incident, then they will use documented procedures to identify the appropriate escalation protocol for addressing the issue. The IT Support Specialist will utilize excellent customer service, problem solving, and technical reasoning skills. Must be able to multitask and organize their work effectively to meet their daily, weekly, and monthly goals. Focused-on Tier 1 end-user support for 850+ staff in multiple locations and countries.


Responsibilities

  • Take ownership of service request and incident identification through to resolution. Prioritize and schedule support and escalate (when required) to the appropriately experienced technician; accurately log all Service Desk tickets using the defined tracking software.
  • Support local and remote staff via IT ticketing system, email, desk-side support, and phone calls.
  • Diagnose and troubleshoot issues with Windows and Mac desktop OS, application, network connectivity, and hardware malfunctions.
  • Be a client advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and educating clients with helpful hints or business based best practices.
  • Set-up new employee profiles, including hardware, software, network access and security. Both locally and remotely create/disable/delete/transfer user accounts upon hire or termination.
  • Create and manage user accounts and permissions following established processes and procedures.
  • Assist with video conferencing, audio/video equipment, and phone needs.
  • Maintain application and system documentation by updating written procedures.
  • Deliver exceptional customer service and technology experiences to all employees across the company.
  • Collaborate on and escalate issues with senior IT staff.


Qualifications

  • 3+ years of experience providing technical support in Microsoft Windows and Apple Mac OS environments.
  • Solid experience with Active Directory and Group Policy, including common tools, best practices, and troubleshooting.
  • Strong working knowledge of Microsoft Office 365 productivity suite, Adobe Creative Cloud suite, web conferencing, and collaboration software.
  • Proficient at installing and troubleshooting hardware and software with modern management tools such as System Center Configuration Manager, and JAMF software platforms.
  • Understand of networking concepts, including Domain Name Server (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), etc.
  • Experience with hardware asset and software license tracking; consistent management of inventory.
  • A successful track record of providing excellent customer service and communication to all levels of an organization.
  • Demonstrated willingness to learn new technologies through self-study and formal training.

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