Technical Support Specialist

3 weeks ago


Sacramento, United States Apex Systems Full time

Day-to-Day:

  • Perform root cause analysis and provide documented resolution.
  • Perform software installs, updates, and upgrades for end-user equipment and work with various teams including network, telecom, audio/video, and facilities to provide site support.
  • Act as a technical resource and subject matter expert in one or more technical areas.
  • Provide a high level of customer satisfaction by establishing close relationships with support base, including VIP staff, and provide concierge level support for identified end-users.
  • Perform regular inventory audits and maintain high degree of quality assurance by following established asset management guidelines
  • Provide technical support for onsite and remote meetings and events
  • Participate in recurring new hire onboarding classes to assist and guide end-users on day-1 setup and configuration needs
  • Lead new hire onboarding classes by coordinating staff and delegating tasks
  • Work with Enterprise Conferencing department to provide support, monitor, and remediate Audio/Visual related issues.
  • Work with Print Configuration team and vendors to perform routine and critical maintenance to ensure operational readiness
  • Train staff and end-users on Audio/Video system usage and configuration

Expectations:

  • Respond to and resolve end-user support tickets within established SLA.
  • Practice diligent adherence to all standard operating procedures
  • Provide effective and detailed documentation in tickets and reports
  • Ability to engage proactively and work in a group or independently with little oversight

Skills Required:

  • VDI
  • SCCM
  • ServiceNow
  • Nexthink
  • HDI desktop preferred
  • A/V conference support



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