Helpdesk Operations Specialist

5 days ago


Redding, California, United States Apex Technology Management, LLC Full time
About Apex Technology Management

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 Description

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.

  • 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.
Required Skills and Qualifications

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

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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