What are the responsibilities and job description for the Desktop Support Technician position at Apex Systems?
** This position sits fully onsite in Atlanta, GA ***
Apex Systems has an immediate need for a Tier 2 Desktop Support Technician in Atlanta, GA to support a large Federal Integrator
Pay for this role is 34.93/hr
Responsibilities:
- Experience in both Windows 11 and MacOS
- MacOS troubleshooting required
- Competency in ServiceNow ITSM tool.
- Office 365, Active Directory and Exchange troubleshooting
- Hands-on experience in troubleshooting Microsoft Office Suite 2016 (Outlook, Visio, Project, etc.)And Microsoft Windows (7, 8.1, 10) with the end users.
- Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
- Experience with various Windows or Mac products.
- •Proficient in the elements required in implementing software applications including application installation and configuration, determining business requirements, data initialization, data migration, and system integration/data interface.
- Ability to communicate technical concepts to technical and non-technical audiences.
- Competency in ServiceNow ITSM tool.
- Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, peripherals, and teleconferencing equipment.
- Field incoming help requests from end users via service requests but as required also telephone and e-mail in a courteous manner and provide assistance in person as well as remotely.
- Document all pertinent end user identification information, including name, location, contact information, and nature of problem or issue within ITSM tool in the near real-time manner.
- Perform software and hardware upgrades & repairs to existing equipment.
- Train users on the proper use of hardware, software, and mobile devices.
- Monitor Backups and take appropriate corrective action whenever necessary.
- Monitor end user asset performance and take appropriate proactive corrective action.
- Generates, updates, and maintains technical support documentation and tools.
- Works individually, actively participates on integrated teams, and may also lead a task, project or team.
- Ability to work after hours or weekends on an as needed basis to provide support which includes the ability to be on-call for emergency support.
