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Technical Support Specialist
2 months ago
Location: Onsite in Rancho Cordova, CA
Duration: 4-month contract with potential extensions or permanent positions
Job Summary:We are seeking a skilled Deskside Support professional to join our team at Apex Systems. As a key member of our support team, you will provide exceptional technical and customer service to our senior leadership team and executives.
Key Responsibilities:- Ensure end-to-end support for users, SLT team, and administrative staff for PC or Mac hardware/software, system management, applications, mobile devices, printers, audio/video conferencing, and conference room support.
- Manage team interactions and ensure end-to-end accountability for End User Support of SLT members.
- Demonstrate high-level customer satisfaction and maintain industry-leading support levels.
- Stay up-to-date on new technologies and trends, deploying new technology and services.
- Provide exceptional problem-solving in support and assist with firm-wide projects.
- Install, configure, and troubleshoot desktops, laptops, and mobile devices.
- Support leadership with various technologies, working in conjunction with internal support and engineering teams.
- Prioritize and manage executive support issues/requests, providing weekly reporting to management.
- Communicate progress and completion of requests/issue resolution to users.
- Maintain documentation for Helpdesk and end-user processes and procedures.
- Perform new hire installations, replacements, upgrades, printer installs, and other hardware/software-related tasks as needed.
- Set up and tear down meetings.
- Act as a resource for projects and engineering teams/tasks.
- Follow up on key users' requests and perform daily walkthroughs or virtual walkthroughs for high-visibility areas/users.
- Extensive knowledge of operating systems, including Windows and Mac OS.
- Experience supporting Office 365 applications.
- Experience with management tools such as Ivanti, Intune, and JAMF.
- Excellent communication and negotiation skills to all levels of the organization.
- Ability to understand customer needs, negotiate complex issues, and provide total value offerings to customers.
- Ability to work with a wide variety of technical and non-technical staff.
- Self-motivated and able to work with little supervision or direction.
- Strong leadership presence, interpersonal, and communication skills (written and oral).
- Ability to work under pressure and prioritize work.
- Passion for technology and strong bias for action and results-oriented.
- Knowledge and understanding of security and compliance standards.
