Vacancy expired!
We’re Apogee. Nice to meet you. At our core, we’re a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.
We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.
Field Service Representatives and IT Support Technicians are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP phone network, distribution equipment, hardware and software deployments, IT projects, and help desk tickets. You’ll do all this onsite interacting daily with our customers including faculty, staff, and students, which means you’ll need to have a professional attitude and appearance. You’ll report directly to a regional supervisor.
You’ll be a full-time worker, working primarily on the Centenary College campus and supporting the surrounding area. To apply, go to https://www.apogee.us/employment/.
You’ll love this job if this describes you:
Approachability. You’re easy to approach, and you spend extra effort in providing exceptional customer service. You look for ways to be proactive.
Action Orientation. Deeply engrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project.
Self-Starter. You seek out problems and solutions on your own and don’t wait to be told what to do.
Technical Acumen. Others consider you smart when it comes to technology. You’re a technology generalist, and can usually figure things out.
Personal Learning. You like to read technical publications, blogs, and journals. In your own time you “geek-out” on something technical like electronics, music or gaming.
Here’s your job:
Providing exceptional service to customers
Responding to emergency outages promptly
Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers
Support systems running Windows, Mac OS, and potentially Linux
Manage tickets using the help desk ticket queue
Tracking and updating escalation tickets
Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies
Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools
Manage accounts and equipment for new-hire/termination processes
Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and others
Provide end-user training sessions on relevant IT topics
Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS
Support administration of VoIP phone systems and LiveOps call center chat system
Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business and others
Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others
Provide necessary level support of network devices
Support and administer accounts (access codes and fobs) in an office security system
Address end-user and network escalations
Coordinate client activities (e.g. move-in, conferences, and special events)
Monitoring, investigating and retiring equipment alarms
Assist with customer install activities as needed
Seeing that Apogee’s policies and end-user agreement are upheld in your perspective region
Generating reports as required
Attending training events as required
Other documentation and administrative duties as requested.
Position requires skill set equivalent to a Help Desk Level II technician
1 to 3 years Windows and/or Mac OS hardware and software support.
1 to 3 years of help desk experience in a medium to large scale environment.
Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others.
Documenting and adhering to established technical procedures and best practices.
Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred.
Remote desktop support.
Understands Active Directory user accounts, security groups, and file share permissions
Understands system virtualization and reducing hardware footprint
Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections.
MCP, CCT, A+, Net+, or ACTC Certification.
Associate degree in Information Technology or closely related field.
Streaming, video conferencing, and audio-video support.
Understanding and familiarity with VoIP technologies.
Preferred Experience:
Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections.
MCP, CCT, A+, Net+, or ACTC Certification.
Associate degree in Information Technology or closely related field.
Streaming, video conferencing, and audio-video support.
Understanding and familiarity with VoIP technologies.
Some important details about this job.
Travel. You will have to travel occasionally to Austin, TX for training.
Physical Requirements. You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch or crawl. Our equipment can be heavy; you’ll need to lift to 50 lbs.
Occasionally carrying or lifting 26-50 lbs.
Occasionally pulling/pulling 20-50 lbs.
Frequently climbing and balancing
Continuously standing, sitting and walking
Scheduling. You’ll be on-call for your region/campus 24/7/365, except during requested time off. Unless there is a maintenance emergency or a business need that requires weekend work you can expect to be off weekends, evenings, and holidays. You will work weekends during “move-in”. This varies from region to region, typically August-September, but you will be required to work a few weekends since this is our busiest time of the year.
Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid driver’s license. You must also pass a criminal background check to work on any of our customer’s properties.
To apply, go to https://www.apogee.us/employment/.
