Helpdesk Operations Specialist
5 days ago
Apex Technology Management, LLC is a leading provider of innovative technology solutions. Our mission is to transform organizations and lives through cutting-edge technology.
We take pride in being a people-first company, committed to providing exceptional customer service and fostering a culture of integrity, excellence, and teamwork.
Salary: $20 + DOE per hour
Job DescriptionA 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.
- 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.
- Demonstrating a strong sense of customer service for all our clients.
- Documenting time in our ticketing system live and being up to date by end of each day.
- Documenting work in tickets clearly and accurately.
- Staying up to date on current technology to adequately perform duties.
Requirements:
- 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 learning and growing.
Benefits include:
- 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.
At Apex Technology Management, we value our employees' well-being and offer a range of benefits to support their physical and mental health.
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