Support Center Technician

Support Center Technician

The Support Center Technician is responsible for providing technical hardware, software, and network problem resolution to all organizational users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicating technical solutions in a user-friendly professional manner; providing one-on-one end user training as needed; troubleshooting network printer problems; and assisting other teams in the Information Technology department as needed. The Support Center Technician fields all Support Center calls from the organizational user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to appropriate support personnel; and contacts third-party vendors for warranty service repair. Work is performed within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives and to apply concepts, plans, and strategies that may deviate from traditional methods and practices.

Examples Of Duties

These examples are intended only as illustrations of the various types of work performed in positions allocated to this class. The examples of work performed are neither restricted to nor all-encompassing of the duties to be performed under this job title.

Identifies, diagnoses, and resolves Level One problems for users of the organizational network, including computer hardware and software, desk phones, mobile devices, copiers, printers, and receipt printers.

Provides one-on-one end-user problem resolution over the phone for approved hardware and software.

Assists the Support Center Supervisor with asset tagging and tracking as needed.

Assists the Asset Allocation Team in the delivery, set up, and configuration of end-user PC desktop hardware, software, and peripherals.

Diagnoses and resolves end-user printer, copier, PC hardware, software, phone, mobile device, email, Internet, remote access, and LAN access problems.

Administers password resets for Active Directory, Voicemail, mobile devices, and approved organizational software and applications.

Participates in after hours support.

Qualifications

Knowledge of:

Information system technologies.

Word processing, spreadsheet, database, and desktop publishing techniques.

Practices and procedures of repairing computers, peripheral devices, cabling, and telecommunications equipment.

Hazards and generally accepted safety standards.

Skills in:

Analyzing, installing, and maintaining computer systems and related equipment.

Effectively working with staff members of all computer skill levels.

Organizing work effectively and efficiently.

Communicating clearly and concisely, both orally and in writing.

Establishing and maintaining effective working relationships with those contacted in the course of work.

Ability to:

Maintain information technology systems.

Experience and Education:

High School diploma or equivalent.

Bachelor's Degree in Computer Science or related field, or the direct equivalent experience

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.