End User Support 2034156 - Apex Systems
Bolingbrook, IL
About the Job
This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11993451 "Job#: 2001757
Job Description:
POSITION SUMMARY: The Contractor - End User Services is a hands-on
position that is responsible for support of end user systems including,
but not limited to; full PC technology life cycle, printers, software,
imaging, patching systems and associated duties, in our highly
collaborative and fast paced environment. The Contractor manages the
implementation of technical solutions to support business initiatives
and long term strategy in alignment with the corporate
roadmap.RESPONSIBILITIES: * 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.* 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.* Assesses analyses, creates, documents,
presents and implements changes based on requests for change.* 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.Image laptops, Windows 11.Work with the customer to
setup their profile on the new laptop.Track in ticketing system
(Cherwell).Ship new laptop to customer with a return label for old
laptop.Track return of old laptop in ticketing system.REQUIREMENTS FOR
CONSIDERATION: Bachelor's degree in Computer Science, a related field,
or applicable work experience3+ years of IT technical support in the
Desktop support area (hardware, software, telephony)Familiar
with:Windows OSApple Mac OSHP/Dell Laptop HardwareApple MacBook/iMac
HardwareActive DirectoryBitlockerIntuneStrong team player with proven
experience to lead collaborate effectivelyExcellent communication
skills; feels comfortable working with non-technical business
partnersStrong customer service, organizational and communication
skillsAble to simultaneously and successfully handle multiple and
disparate tasksAble to diagnose application, software and hardware
problems in person and remotelyEEO EmployerApex 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 inf rmation 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 [emailprotected] or
844-463-6178.
Apex Systems is a world-class IT services company that serves thousands
of clients across the globe. When you join Apex, you become part of a
team that values innovation, collaboration, and continuous learning. We
offer quality career resources, training, certifications, development
opportunities, and a comprehensive benefits package. Our commitment to
excellence is reflected in many awards, including ClearlyRated's Best
of Staffing in Talent Satisfaction in the United States and Great Place
to Work in the United Kingdom and Mexico.VEVRAA Federal ContractorWe
request Priority Protected Veteran & Disabled Referrals for all of our
locations within the state.We are an equal opportunity employer. We
evaluate qualified applicants without regard to race, color, religion,
sex, sexual orientation, gender identity, national origin, disability,
veteran status, or any other protected characteristic. The EEO is the
Law poster is available here.PDN-9a9b4577-08da-4424-b561-f56337a000ae"
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11993451 "Job#: 2001757
Job Description:
POSITION SUMMARY: The Contractor - End User Services is a hands-on
position that is responsible for support of end user systems including,
but not limited to; full PC technology life cycle, printers, software,
imaging, patching systems and associated duties, in our highly
collaborative and fast paced environment. The Contractor manages the
implementation of technical solutions to support business initiatives
and long term strategy in alignment with the corporate
roadmap.RESPONSIBILITIES: * 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.* 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.* Assesses analyses, creates, documents,
presents and implements changes based on requests for change.* 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.Image laptops, Windows 11.Work with the customer to
setup their profile on the new laptop.Track in ticketing system
(Cherwell).Ship new laptop to customer with a return label for old
laptop.Track return of old laptop in ticketing system.REQUIREMENTS FOR
CONSIDERATION: Bachelor's degree in Computer Science, a related field,
or applicable work experience3+ years of IT technical support in the
Desktop support area (hardware, software, telephony)Familiar
with:Windows OSApple Mac OSHP/Dell Laptop HardwareApple MacBook/iMac
HardwareActive DirectoryBitlockerIntuneStrong team player with proven
experience to lead collaborate effectivelyExcellent communication
skills; feels comfortable working with non-technical business
partnersStrong customer service, organizational and communication
skillsAble to simultaneously and successfully handle multiple and
disparate tasksAble to diagnose application, software and hardware
problems in person and remotelyEEO EmployerApex 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 inf rmation 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 [emailprotected] or
844-463-6178.
Apex Systems is a world-class IT services company that serves thousands
of clients across the globe. When you join Apex, you become part of a
team that values innovation, collaboration, and continuous learning. We
offer quality career resources, training, certifications, development
opportunities, and a comprehensive benefits package. Our commitment to
excellence is reflected in many awards, including ClearlyRated's Best
of Staffing in Talent Satisfaction in the United States and Great Place
to Work in the United Kingdom and Mexico.VEVRAA Federal ContractorWe
request Priority Protected Veteran & Disabled Referrals for all of our
locations within the state.We are an equal opportunity employer. We
evaluate qualified applicants without regard to race, color, religion,
sex, sexual orientation, gender identity, national origin, disability,
veteran status, or any other protected characteristic. The EEO is the
Law poster is available here.PDN-9a9b4577-08da-4424-b561-f56337a000ae"
Source : Apex Systems
