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Desktop Support Technician

2 months ago

Midland, United States Apex Systems Full time

The L48 Local Support team provides accurate and timely support and problem resolution for our internal customers. This technical role requires strong troubleshooting, problem solving, conflict resolution and effective communication skills. This role consists of managing and resolving complex service requests related to PCs, servers, networks, audio visual equipment, hardware and software malfunctions. The ability to work in a fast-paced team environment and multitask is a must. Given the technical nature of the team and the broad range of skills needed, we require self-starters. Excellent written and verbal communication skills in English are required with the ability to perform well in a collaborative team environment. Strong generalist skill sets with advanced troubleshooting abilities required.



Responsibilities may include:

• Perform all levels of Site Support, i.e., hardware, software, network, printers, and scanners, for all internal on-site and remote personnel, and creating and maintaining system accounts, groups, and security permissions within Microsoft Active Directory (AD).

• Perform On-Boarding & Off-Boarding of all personnel with respect to deploying & recovering PC equipment and supporting IT peripheral equipment.

• Advise Site Support team on daily tasks, projects, and coverage schedule

• Share daily monitoring and direction of the L48 Site Support team and participate in the responsibilities of the group

• Enforce policies and procedures for the team

• Review metrics, evaluate business needs of the customers and develop opportunities to better leverage and optimize the use of Desktop Support

• Develop, analyze and communicate metrics related to Site Support

• Look for opportunities to develop plans related to continuous improvement of the services offered and coordination with service delivery groups

• Work closely with the other support teams to ensure customer issues are resolved in a timely manner



Basic/Required:

• Legally authorized to work in the United States

• 5+ years of relevant work experience in infrastructure

• 5+ years of experience at working both independently and in a team-oriented, collaborative environment is essential.

• Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services.

• 5+ years of troubleshooting experience within the Windows environment

• Advanced knowledge of MS Office Suites, Office 365, One Drive, Windows Operating Systems, networking, TCP/IP, Active Directory, and Windows 10 troubleshooting

• 3+ years of experience with low level configuration and security of the Windows client operating system

• 1+ years of experience evaluating enterprise client hardware

• Physical requirements:

o Able to lift computer equipment that weighs up to 30 lbs. from the floor.

o Bend, stoop, crawl under tables/desks to connect needed wiring.

o Able to bend to pick up equipment and load a cart. Individual item may weigh up to 30 lbs.

o Able to push/pull equipment on a cart of up to 100 lbs



Preferred:

• Bachelors Degree or higher in Computer Science, Information Technology, MIS or related field

• 1+ years of IT leadership experience

• Experience working in a team-oriented, collaborative environment

• Customer Skills with the ability to understand and promote necessary skills related to interfacing with customers

• Communication with excellent written and oral communications

• Decision making with the ability to make timely, effective decisions

• Initiative with the ability to act in the absence of immediate direction and achieve results

• Relationships / Network with the ability to maintain relationships and build networks to accomplish business objectives

• Takes ownership of actions and follows through on commitments by courageously dealing with important problems, holding others accountable, and standing up for what is right

• Delivers results through realistic planning to accomplish goals

• Generates effective solutions based on available information and makes timely decisions that are safe and ethical