IT Support Technician

2 weeks ago


Montgomery, Alabama, United States Apex Systems Full time

IMPORTANT: 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 to 3 years of relevant experience.


Certifications:

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


Key Qualifications and Experience:

• Proficient in using Remedy and SolarWinds.

• At least 2 years of experience in providing support to end-users of networked computers (laptops/desktops).

• Excellent interpersonal and organizational skills, with the ability to work effectively in a team environment.

• Strong troubleshooting and problem-solving capabilities.

• Familiarity with Active Directory.

• A minimum of 3 years of progressive experience in a call center or service desk setting.

• Proficient in Microsoft 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 Air Force command and control systems.

• Provide Tier 2 Service Desk support, including:

- Initial response to incoming incident and request tickets escalated from various sources.

- Responsible for patching and upgrades to remediate vulnerabilities.

- Troubleshoot hardware and software issues by conducting diagnostics, documenting problems and solutions, prioritizing issues, and assessing the impact of problems.


• Ensure accurate, detailed, and timely updates to tickets and projects.

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

• Monitor network performance, applications, configurations, server setups, logs, and device tracking.

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

• Participate in System Acceptance Testing.

• Collaborate with the Service Desk Manager on asset inventory, hardware orders, equipment movement, and shipping needs.

• Adhere to strict Information Systems security protocols in all cases.

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

• Communicate effectively at all organizational levels, with both internal and external customers, in both written and oral formats.

• 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 protection. We have an Employee Stock Purchase Program (ESPP) and a 401K plan that allows contributions typically within 30 days of employment, with a company match after 12 months. Apex also provides a Health Savings Account (HSA) for those on the HDHP plan, an Employee Assistance Program (EAP) with up to 8 free counseling sessions, and various discounts through a corporate savings program. For professional development, Apex hosts an on-demand training program, offers access to certification preparation, and maintains a library of technical and leadership resources available after 6 months of tenure, along with certification discounts and other perks for associations like CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants to address inquiries regarding benefits and resources, as well as a certified Career Coach. A full list of our benefits, programs, support teams, and resources is available in our 'Welcome Packet,' which can be provided by an Apex team member.



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