IT Support Specialist

2 weeks ago


San Antonio, Texas, United States Apex Systems Full time

Apex Systems is seeking a dedicated IT Desktop Support Technician to provide exceptional support for our government client. This role is essential in ensuring smooth operations and efficient troubleshooting for end-users.

Position Title: IT Desktop Support Technician (Tier 1)

Work Environment: Onsite, San Antonio, TX, with a commitment to 100% attendance.

Availability: Candidates must be flexible to work across 1st, 2nd, and 3rd shifts, supporting a 24/7 operational environment.

Security Clearance: Applicants must be U.S. Citizens and capable of obtaining an ADP II Public Trust security clearance as a prerequisite for employment.

Compensation: Competitive pay rate of $30.45 per hour.

Key Responsibilities:

  • Provide first-level support for all incoming inquiries, ensuring accurate incident generation for new issues.
  • Maintain meticulous records by logging, ticketing, and tracking all incidents effectively.
  • Strive for first contact resolution of desktop-related issues while adhering to established escalation protocols.
  • Deliver timely, precise, and professional resolutions for all supported issues.
  • Conduct thorough follow-ups on all incidents to ensure complete resolution.
  • Quickly identify and escalate high-priority issues as necessary.
  • Accurately triage, assign, and escalate tickets according to current processes and standards.
  • Exhibit dependable attendance and adherence to scheduled shifts.

Essential Skills:

  • Strong analytical and critical thinking abilities to facilitate efficient problem-solving.
  • Excellent communication skills, capable of conveying technical information to non-technical audiences.
  • Proficient in hardware and software maintenance.
  • Ability to multitask effectively in a fast-paced, competitive environment.
  • Proficient in Microsoft Office applications.
  • Experienced with Windows 7 and Windows 10 operating systems.
  • Knowledgeable about mobile device support.
  • Familiar with remote access applications.
  • Team-oriented with a collaborative mindset.
  • Capable of resolving technical issues within established policies and guidelines.
  • Exceptional customer service skills.

Qualifications:

  • Must possess or be able to obtain a Department of Defense security clearance (ADP II Public Trust).
  • Certifications:
  • CompTIA Security+ CE certification is mandatory upon submission.
  • Microsoft Certified IT Professional (MCP) and/or Help Desk Institute (HDI) certifications are preferred.
  • Willingness to support any shift within a 24/7/365 operational framework, including early mornings, late nights, weekends, and holidays.
  • A Bachelor's Degree or a minimum of 4 years of relevant IT experience is required.


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