This position is responsible for providing operational and technical support for corporate end-user workstations within the Findlay BLAN environment. The successful candidate must understand business requirements and translate these requirements into solutions. The position must work collaboratively with multi -disciplinary workgroups to seek solutions to problems, and champion compliance & change efforts which result in improved user experience and customer satisfaction.
Responsibilities:
Focus on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large.
Accurate escalation of tickets to internal teams, management or outside resources, with detailed notes on activities including resolution.
Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited.
Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner
Install, configure, troubleshoot and maintain desktop/laptop computer images
This is an onsite position and work hours are typically Monday - Friday, 8 - 5 pm. The employee must be flexible however to meet the needs of the business when necessary, work hours may change depending on work responsibilities.
Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes
Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms
Maintain knowledge base of relevant hardware and software applications
Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks
Technical Abilities Required:
SME in supporting and troubleshooting Windows 10, Windows 7, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and IOS devices (iPad and iPhone)
Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need
Extensive support with VPN, Citrix, and Wireless Networks
Assist with phone systems, upgrades, maintenance in the Findlay office
Asset management, including maintenance of network component inventory; printers and other hardware items
Responsible for installation, configuration, maintenance, and troubleshooting of all end user workstation(s) hardware support, software and peripheral devices
Experience supporting Video conference technologies
Networking connectivity knowledge and troubleshooting
Installation and configuration of local LAN printers
Maintain a continuous focus on technology and information security
Skill Sets:
Drive for Results - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive
Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them to understand and retain the message.
Business Partner - Actively aligning departmental concerns with overall organizational concerns; consciously seeking bottom-line results. Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships
Managing Priorities- Effectively managing time and resources to ensure that work is completed efficiently.
Teamwork - Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of goals
Keeps the organization's vision and values at the forefront of decision making and action
Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values
Qualifications:
5 to 7 years working with and supporting end users and VIP's
5+ years working with third party service suppliers - should include SLA and service definition functions
Experience working with remote and travel users - plans and assists with issues that come up
Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
Ability to support and explain technical concepts to users at various levels of technical proficiency
Effectively manages difficult or volatile situations
Able to read and understand technical manuals, procedures, and OEM guides.
Excellent interpersonal skills
Ability to assess, analyze and research technical situations and provide viable alternatives
Ability to learn new technologies and procedures quickly
Ability to communicate effectively with wide variety of users, and technical teams.
Technical writing
Other Required Characteristics:
Self-motivated
Results-oriented
People-oriented
Team Player
Strong interpersonal abilities - must project credibility and integrity
Goal seeker
Inquisitive
Creative
Detail oriented
A great listener
Flexible with hours
Obsessed with Customer Experience
Self-Critical
High Judgement
Trusted
Action and Results orientated
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 or .
