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Technical Support Specialist

2 months ago

Montgomery, Alabama, United States Apex Systems Full time

Shift Schedule: 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, in compliance with DoD 8570 standards.

Experience and Competencies:


• Proficient in using Remedy and SolarWinds for support tasks.


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


• Excellent interpersonal and organizational abilities, particularly in a collaborative team setting.


• Strong skills in troubleshooting and problem resolution.


• Familiarity with Active Directory.


• At least 3 years of progressive experience in a call center or service desk environment.


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


• Must possess a DoD Secret Clearance.

Formal 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 affecting command and control operations.


• Manage Tier 2 Service Desk operations, including:

o Initial responses to incoming incident and request tickets from various sources.

o Responsible for implementing patches and upgrades to address vulnerabilities.

o Diagnose hardware and software issues, document problems and solutions, prioritize issues, and evaluate the impact of problems based on service desk tickets.


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


• Address assigned incident tickets and update or close them upon resolution.


• Monitor network performance, applications, configurations, server setups, and other critical systems.


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


• Participate in System Acceptance Testing.


• Collaborate with the Service Desk Manager for asset inventory, hardware procurement, equipment relocation, and shipping requirements.


• Adhere to stringent Information Systems security protocols.


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


• Communicate effectively across all organizational levels, with both internal and external clients, in both written and verbal formats.


• Provide additional project support as necessary.

Apex Benefits Overview: Apex offers a comprehensive suite of supplemental benefits, including medical, dental, vision, life, and disability insurance plans for enhanced financial security. We provide an Employee Stock Purchase Program (ESPP) and a 401K plan with company matching after 12 months of service. Additional benefits include a Health Savings Account (HSA) for those enrolled in the HDHP plan, an Employee Assistance Program (EAP) offering up to 8 free counseling sessions, and various discounts through our corporate savings program. For professional growth, Apex provides access to on-demand training, certification preparation resources, and a library of technical and leadership courses after 6 months of employment, along with discounts for certifications and memberships in professional organizations. Our dedicated customer service team is available to assist consultants with benefits inquiries and other resources, alongside a certified Career Coach. A complete list of benefits and resources is available in our 'Welcome Packet' provided by an Apex team member.