Helpdesk Technician

Apex Technology Management (MSP)

Job Description: Helpdesk Technician

Compensation: $20 + DOE.

About Apex

Apex Technology Management, a New Charter Company, is accepting applications for Helpdesk Technicians. We have a top-notch team that allows even the most seasoned experts to learn and grow. If you would like to join a team that you can be proud to be part of, where mutual respect, hard work, integrity, and professionalism are the norm and you meet the qualifications listed below, apply today Oh, I failed to mention, we were awarded “2023 MSP of the Year” by Channel Futures MSP 501.

Our Mission and Core Values

Our mission at Apex is to transform organizations and lives through innovative technology solutions. This heartfelt and passionately lived out Mission coupled with our Core Values is the driving force behind all we strive to accomplish. Simply stated, we are a company who believes that we can and are transforming organizations and people's lives through who we are and the innovative technology solutions we provide

Our Core Values (IT Techs)

• I - Integrity: Always do the right thing even when it’s hard. Be honest and true, conducting every part of our business with the utmost integrity.
• T- Teamwork: Work together as a team, valuing one another, and putting the needs of the team above one's own needs.

• T - Transformation: Be focused on and committed to accomplishing our mission. Positive transformation for our clients, our team members, and our communities.
• E - Excellence: In every aspect. Our work environment. Our communication with our clients. In the work we do. And in the things no one sees. Be dedicated to being the absolute best.
• C - Customer Service Obsession: The “CORE” core value. Always go the extra mile for our clients. Be obsessed with providing the very best experience to our clients.
• H - Humility: We always have something to learn from someone else. Be open to always learning more.
• S - Security: We are a security first company. We take the incredible trust our client’s place in us seriously. We take extra precautions to keep our clients safe and secure.

This is what keeps us rowing in the same direction as we create and maintain small business and enterprise level computer and network infrastructures. Most importantly, we truly care about our employees and our clients. We are genuinely committed to exhibiting compassion, concern, and care for our clients, employees, community, and world. We implement the right solutions, the right way, the first time and every time. Above all, we are the safe choice – the right choice – for those who realize the importance of well-managed information technology. We demonstrate what it means to be a "People First" culture, committed to providing employees with an environment where their talents can flourish. Leading with integrity and excellence, we are committed to providing exceptional customer service to the clients that we have the privilege to serve. We are a growing company seeking the best employees in the business.

If this is you, and you wish to be a part an amazing team of down to earth people who like to work together and have fun together, you’ll be an integral building block of something great: a rapidly growing company headquartered in Redding, CA but expanding throughout the state. We can't wait to hear from you, APPLY TODAY

Our employees can tell you that the perks are nice, but it’s the team that you work with that really makes Apex a great place to be. We offer competitive pay, benefits, and long-term career growth opportunities. Apex has a reputation for providing our clients with the right technology solutions every time. We are committed to integrity and excellence in customer service. Let’s consider our future together. Apply Today

Benefits and Perks

• Gym membership
• Paid time off to volunteer
• Education/tuition reimbursements
• Technical and leadership training opportunities
• Medical insurance with employer contributions for employees and family
• Dental and Vision insurance
• Generous Quarterly Profit-Sharing Bonus Plan.
• 401k with up to 5% company match.

Job Description Details: Helpdesk Technician

Summary

A Helpdesk Technician plays a vital role in addressing customer queries, resolving technical issues, escalating complex problems when necessary, documenting cases, and staying informed about the latest advancements in computer technologies.

Primary Responsibilities

• Closing 10 client-facing tickets per day
• Having a billable rate of 85% or more per day
• Staying in the phone queue and answering phones 8 hours a day
• Following troubleshooting best practices and escalation policies to ensure ticket timeliness.
• Demonstrate a strong sense of customer service for all our clients.
• Document your time in our ticketing system live and be up to date by end of each day.
• Document your work in your ticket clearly and accurately.
• Stay up to date on current technology in order to adequately perform your duties.

Preferred Skills & Experience

• Minimum 1-3 years experience as a Helpdesk Technician or related discipline strongly preferred.
• Basic Knowledge of:
  • Windows 10
  • Windows Server OS
  • Active Directory
  • Group Policy
  • Microsoft Suite
  • Microsoft 365
  • Wireless
  • TCP/IP
  • Routers/Firewalls
• Effective analytical and troubleshooting abilities.
• Superb communication skills, including effective facilitation, listening, and writing.
• Ability to express thoughts in a clear and concise manner.
• Relevant experience in Windows workstations, Servers, and network equipment such as switches/routers
• Demonstrated analytical thinking, problem-solving, and decision-making skills.
• Familiarity with ConnectWise, Auvik, Slack, Microsoft Office Products]
• CompTIA A+, Network +, or Security +
• Desire to continue to learn and grow.

Preferred Attributes

• Highly organized and process-driven.
• Affinity for technology.
• Strong integrity with the ability to work in a highly confidential manner.
• Collaborative and flexible with a consultative mindset.
• Precise and detailed, delivering consistently high-quality results.
• Comfortable in a balance of tactical and strategic focus.
• Servant-hearted with a focus on improving the lives of our customers in every action and interaction.

Physical Requirements

Work is primarily knowledge-worker-oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures, and views computer constantly. Occasional travel (car/airplane). Occasional exposure to outdoor environmental conditions as a result of travel.

Apex Technology Management is committed to creating an inclusive environment and is proud to be an equal-opportunity employer. Apex recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.