Job Description: Job #: 1032868
A client of Apex is hiring for a desktop support position in Champaign, IL. If interested, send your resume to [ Link Removed ] .
The desktop support candidate is responsible for assisting clients with troubleshooting of router, firewall, switch, workstation, phone, and cloud services. This position provides procedural guidance, training, and support to members of the support team. This position will require familiarity with networking, client operating systems, security, and cloud services to assist field technicians, customers and educate agents and guests.
Functional areas of this position include, but are not limited to:
Responding to support inquiries and demonstrating knowledge of and confidence in networking, security, client operating systems, and cloud services.
Answering incoming calls and maintaining set goals for service levels.
Motivating and inspiring other employees to follow up and complete cases, service calls, outbound calls, and the tracking of open issues.
This position is intermediate level with advancement opportunities available to highly motivated individuals
Maintain a customer first attitude to ensure customer satisfaction
Field questions from Field Technicians and clients.
Work with resources to resolve any issues Level 1 or business to business clients may encounter.
Identify and escalate any issues with products or services that impact customer acceptance, satisfaction or retention.
Adhere to defined quality guidelines for customer communication.
Maintain familiarity with all products and services offered and clients supported.
Demonstrate an understanding of effective troubleshooting skills and the ability to use them.
Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization.
Assist with upkeep on training materials and process information for both the Helpdesk and the NOC.
Understanding of network standards, such as TCP/IP
Strong knowledge of routers, switches, hubs, wireless, fiber optics and other technical components used in networks
Proven ability to troubleshoot connectivity issues on a data network
Proficiency with Microsoft Windows (7, 8 or 10) Macintosh, Adobe, PC hardware and Microsoft Office 365 applications
Knowledge of network level anti-virus, intrusion prevention, web filtering, application control, mobile threat detection, and sandboxing systems
Proficiency with entry level server administration
Proficiency with Office 365 services, including but not limited to, Exchange, SharePoint, OneDrive and Teams
Experience Requirements and Positives:
Must have experience with the techniques, application and installation data networks, servers, and client machines
Experience in troubleshooting networking issues
Experience in troubleshooting workstation issues
Experience in troubleshooting server issues
Experience in troubleshooting cloud service issues
Experience using professional service automation systems (ie. Dynamics, ConnectWise, Remedy, etc.)
Experience using remote monitoring and management systems (ie. N-Able, SolarWinds, LabTech, Automate)
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 [ Phone number blocked ] .