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Desktop Support Specialist

Company: Apex Systems
Location: Seattle
Posted on: January 15, 2022

Job Description:

Onsite position in Seattle: Potential for 1-2 works days from home after the first few months
Do you love technology and helping customers? Are you seeking a role where you can have immediate impact? Do you thrive in agile environments?
The IT Service Desk team is looking for a Service Desk Engineer to make a big impact on our customers. We are seeking a candidate who is customer service centric, with excellent communication skills who has the willingness to go the distance to support our customers. The qualified candidate is passionate about installation, troubleshooting, administration, and support of desktop and laptop computers, peripherals, printers, mobile devices, pagers, and all related endpoint hardware and software for office and laboratory settings on campus.
As an IT Service Desk Engineer, you will work closely with the community to deliver high quality customer service and technical support. The ideal candidate for this position is customer-focused and technically-strong. They will resolve a wide variety of computing-related problems and provide end users with complete client-side solutions.
ReportingThe Service Desk Engineer reports to the IT Operations Manager.

  • Answering incoming walk-up requests for IT and technical support
  • Providing remote access and desk-side support as necessary
  • Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
  • Managing and resolving tickets in the queue within established Service Level Agreements (SLAs)
  • Maintaining communications with customers and providing consistent status of assigned tickets
  • Publishing and maintaining documentation in the team knowledge base
  • Exercise good judgement when faced with challenging situations
  • Understand and adhere to escalation paths
  • Participating in IT projects and initiatives as necessary
  • Working with the IT Operations Manager to obtain quotes and place orders for IT equipment
  • Participating in on-call rotation to provide after-hours emergency support
  • Provides excellent customer service with high degree of professionalism
  • Ability to learn and retain new information and skills
  • Collaborate effectively with team members to identify and work toward solutions
  • Manage multiple tasks and priorities
  • Have excellent written and verbal communication skills
  • Regular and punctual attendance
    • Bachelor or Associate degree; high school diploma or GED is acceptable with equivalent work experience
    • Prior experience with Enterprise IT service desk/desktop support
    • Proficiency in troubleshooting, problem solving, diagnosing hardware and software issues
    • In-depth knowledge and experience with support of Windows and Mac OSX operating systems in an Enterprise domain environment including: Install, troubleshooting, and configuration
    • In-depth knowledge of Microsoft Office 365 Applications including Microsoft Outlook
    • Knowledge of network shares and permissions
    • Knowledge of network topology and client configuration for connectivity via VPN, Terminal Services, RDP, DHCP or static network connection
    • Advanced knowledge of Active Directory and security groups
    • Strong knowledge of peripheral and accessory/adapter hardware
    • Strong knowledge of mobile device (iOS, Android) configuration and support
    • Proficiency in providing remote support
    • Working knowledge of JAMF or Mac management tools a plus
    • Working knowledge of Linux a plus
    • Excellent verbal and written communication skills
    • Demonstrated passion for technology
    • Certifications a plus, such as Network +, Security +, Dell, Apple, CCNA, MTA, CompTIA A+ etc.
      Working Conditions & Physical Requirements
      • Service Desk covers 8AM-5PM, Monday-Friday, various shift work expected, subject to change
      • Limited overtime, evening, weekend, and holiday hours
      • Occasional on-call, after-hours rotation
      • Ability to lift and transport computers, monitors, and printers up to 30 pounds

Keywords: Apex Systems, Seattle , Desktop Support Specialist, Other , Seattle, Washington

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