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Technical Support Specialist

2 months ago

Montgomery, Alabama, United States Apex Systems Full time

Shift Details: 3 PM - 12 AM, onsite

Essential Skills and Qualifications:


• An Associate's degree in Information Technology, Computer Science, or a related field, along with 2 to 3 years of pertinent experience.


• Desired certifications include A+, Network+, or CompTIA Security+ CE, and compliance with DoD 8570 standards.

Experience and Competencies:


• Proficient in using Remedy and SolarWinds for support and monitoring.


• At least 2 years of experience in assisting end-users with networked devices (laptops and desktops).


• Strong interpersonal and organizational abilities, thriving in a collaborative team environment.


• Excellent troubleshooting and analytical skills.


• Familiarity with Active Directory.


• Minimum of 3 years of progressive experience in a call center or service desk setting.


• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Adobe Creative Cloud.


• A valid DoD Secret Clearance is required.

Job Responsibilities:


• Deliver user support and troubleshooting as part of a 24/7 support team.


• Act as the primary point of contact for IT disruptions, collaborating with various teams to resolve issues.


• Manage Tier 2 Service Desk operations, including:


- Initial response to incoming incident and request tickets.


- Responsible for patch management and upgrades to address vulnerabilities.


- Diagnose hardware and software issues, documenting problems and solutions while prioritizing based on impact.


• Provide accurate, detailed, and timely updates on tickets and projects.


• Respond to assigned incident tickets, ensuring updates or closures upon resolution.


• Monitor network performance, applications, configurations, and server setups.


• Identify, document, and resolve end-user issues encountered on computing equipment.


• Participate in System Acceptance Testing and coordinate with the Service Desk Manager for asset management and logistics.


• Adhere to strict Information Systems security protocols.


• Implement effective processes for data protection, disaster recovery, and failover procedures.


• Communicate effectively at all organizational levels, both in writing and verbally.


• Support additional projects as required.

Apex Systems Benefits Overview: Apex Systems provides a comprehensive benefits package, including medical, dental, vision, life, and disability insurance. Additional offerings include an Employee Stock Purchase Program (ESPP) and a 401K plan with company matching after one year of service. Apex also supports health savings accounts, an Employee Assistance Program (EAP) with complimentary counseling sessions, and various discounts. For professional growth, Apex offers an on-demand training program, access to certification preparation, and a library of resources for technical and leadership development after six months of employment.