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Service Desk Representative

Company: Apex Systems, Inc
Location: Austin
Posted on: January 17, 2020

Job Description:

Job Description Job : 1038354 1 year contract to hire opportunity Pay range based on experience: $18-20/HR Friendly customer care focused with Active Directory experience. General Overview: At an entry level, provides resolution to basic computer hardware and software problems based on documented processes and procedures. Escalates problems to higher level technical support professionals when necessary and recommends systems modifications to reduce user problems. May interact with other IT teams to resolve issues. Develops technical skill. This position develops competence by performing structured work assignments and receives instruction, guidance and direction from supervisor, manager and/or more experienced colleagues. - Responds to a high volume of calls and interactions with employees. Functions as tier 1 support for end-user computing service requests reported to the Information Technology (IT) Service Desk. Performs basic troubleshooting and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. - Logs calls, problem information and actions into an incident tracking systems. - Maintains knowledge database and call tracking database to enhance quality and efficiency of incident and problem management. - Keeps abreast of innovations and changes to the systems to ensure having the appropriate tools and training to provide quality support. - Works in a team setting, sharing information and assisting others with calls. - Processes requests to grant and revoke access to software applications. Maintains user ID's on LAN or enterprise applications according to appropriate security policies and procedures. Troubleshoots basic LAN and enterprise user ID and access issues by analyzing the problem, developing and implementing appropriate solutions. Participates in annual audits related to system access reports. - Provides after hours/on-call support as assigned. This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management. Knowledge, Skills and Abilities: Knowledge of IT concepts, practices and procedures and troubleshooting inquiries/incidents Knowledge of company'scorporate policies, Technology Use and Privileged Access policies Knowledge of Microsoft office applications Skill in providing customer service Skill in analyzing and solving problems Skill in performing online research Skill in verbal and written communication Skill in listening to users' problems, prioritizing needs and explaining technical solutions in user-friendly terms Skill in interpreting technical manuals Skill in providing training and coaching to less experienced staff Skill in sharing ideas on process improvement and technical tools with peers and other technical staff Skill in resolving complex technical problems and using good judgment as to when to refer more complex problems to senior staff or vendors Intermediate skill in computer software programs such as incident management software, user account management software, email, Microsoft operating systems, and Microsoft office applications Ability to work efficiently and independently with minimal supervision Ability to build relationships and foster teamwork Ability to work in a team environment Ability to balance and manage competing high priority work demands Ability to maintain confidentiality EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178. - provided by Dice

Keywords: Apex Systems, Inc, Austin , Service Desk Representative, Sales , Austin, Texas

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