IT Support Technician

2 weeks ago


Montgomery, Alabama, United States Apex Systems Full time

Eligibility Requirements:

CANDIDATES MUST HOLD A SECRET SECURITY CLEARANCE OR HIGHER TO BE CONSIDERED


Educational Background:

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


Certifications:

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


Key Qualifications:

• Proficient in using Remedy and SolarWinds for incident management.

• A minimum of 2 years' experience in providing support to end-users of networked systems (laptops/desktops).

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

• Excellent troubleshooting and analytical skills.

• Familiarity with Active Directory management.

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

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


Role 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.

• Provide Tier 2 Service Desk support, addressing incoming incident and request tickets.

• Manage patching and upgrades to address vulnerabilities effectively.

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

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

• Respond to assigned incident tickets, updating or closing them 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 processes.

• Collaborate with the Service Desk Manager for asset inventory, hardware procurement, and logistics.

• Adhere to stringent Information Systems security protocols in all operations.

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

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

• Provide additional project support as required.

Apex Benefits Overview:

Apex offers a comprehensive range of supplemental benefits, including medical, dental, vision, life, and disability insurance plans, providing an additional layer of financial security. Employees can participate in an Employee Stock Purchase Program (ESPP) and a 401K plan with company matching after 12 months of service. Apex also provides 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 corporate discounts. For professional development, Apex hosts an on-demand training program, access to certification preparation resources, and a library of technical and leadership courses available after 6 months of employment, along with certification discounts for associations such as CompTIA and IIBA. A dedicated customer service team is available to assist consultants with benefits inquiries and other resources, complemented by a certified Career Coach. A full list of benefits, programs, and resources is available in the 'Welcome Packet' provided by an Apex team member.



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