Apex Systems Hiring for IT End User Support at Bolingbrook, IL Full Time

Basic Job Description:

• Utilize excellent customer service skills to engage user and business partners.
• Liaises as the routine contact point, receiving and handling requests for support. Carries out a broad range of service requests for support by providing information to fulfill requests or enable resolution. Investigates in order to provide diagnosis and allocates unresolved issues as appropriate.  Contributes to creation of support documentation.
• Support corporate office and remote user’s computer systems, printing solutions, system patching, system imaging and software functionality.
• Uses advanced troubleshooting skills to diagnose and resolve issues within realm of support.
• Reviews system software updates and identifies those that merit action. Tailors system software to maximize hardware functionality. Installs and tests new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.
• Manages the prioritization and diagnosis of incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Manages the escalation of unresolved incidents. Coordinates recovery, following resolution of incidents. Manages the documentation and closure of resolved incidents according to agreed procedures.
• Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
• Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Carries out tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation.
• Assist with Install Move Add Change (IMAC) duties as needed.

REQUIREMENTS FOR CONSIDERATION:

• Bachelor’s degree in Computer Science, a related field, or applicable work experience
• 2+ years of IT technical support in the Desktop support area (hardware, software, telephony)
• Strong team player with proven experience to lead collaborate effectively
• Excellent communication skills; feels comfortable working with non-technical business partners
• Strong customer service, organizational and communication skills
• Able to simultaneously and successfully handle multiple and disparate tasks
• Able to diagnose application, software and hardware problems in person and remotely
• Active directory and group policy administration
• Cisco VoIP phone setup and administration

Technologies:

• Windows 10
• Microsoft Office 365 Suite & Teams 
• HP EliteBook, Dell Precision laptops 
• Microsoft:  Office 365 (Outlook, Excel, Word, PowerPoint, SharePoint, Project, Visio); also Office 2010.
• Cisco Phone Setup/Support
• Cisco VPN (2 Factor)
• Active Directory Support 

Nice to have:

• Apple MacBook hardware support and deployment 
• Airwatch