What are the responsibilities and job description for the Help Desk Analyst position at Apex Systems?
Job Details
Job#: 2068728
Job Description:
Apex Systems is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients' digital visions.
Apex has an opportunity for a Help Desk Analyst. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .
Here are the details:
Position: Help Desk Analyst
Location? 100 Hancock Street, Quincy MA
Candidates Must Already Sit Locally In New England
Duration: : 6 months w/ renewal
Rate: Negotiable Based on Experience
POSITION OVERVIEW:
As a member of the Call center team, the Help Desk Analyst is responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, products, hardware, software, access, etc. in a Support Desk environment. This team member will complete all specifically assigned tasks and generally assigned tasks within the policies and procedures outlined by the client. This includes all policies and procedures regarding IT security, personal health information (PHI), personal identity information (PII) as well as industry standard safeguards regarding appropriate business use of technology.
The primary work location for this role will be at 100 Hancock Street, Quincy. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. Schedules are subject to change based on the operational needs of the business.
DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES:
Responsible for Customer/User satisfaction as it relates to IT services and support.
Respond to Support Desk calls using the help desk reporting process to ensure IT services are provided in a seamless fashion to users.
Respond within IT service level agreements to resolve open tickets to reduce end user downtime.
Responsible for working within a call center environment or as a member of a site team as required.
Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure.
Can professionally work with users to lead them through effective question and answer efforts in order to properly represent their needs.
Effectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and concise.
Insure that user expectations are understood and articulated. If the user expectation is not within the guidelines, work with the user to modify the expectation or escalate to the supervisor of the Support Desk.
Assist users with rudimentary IT user support including but not limited to MS Office Products, Email, Active Directory, internet and intranet use, printer support, directory structure navigation.
Assess, debug and resolve technical problems.
As defined in Support Desk practices, provide timely updates to users on all assigned tickets.
Track and escalate overdue tasks, requests or tickets.
Assists in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.)
Follows strict escalation procedures for problem/issue resolution
Responsible for timely response and support when scheduled and authorized to cover after hours support to ensure continuity.
Clearly communicate and/or escalate to their Manager, IT Operations staff, and other members of Support Services, and other concerned entities (ITD, vendors, other agencies) when necessary, regarding any IT Operations issues or disruptions (planned or unplanned) to insure clear communication and minimize user impact.
Assist with the processing and/or running of any related reports as requested.
Participate in meetings as required and directed to ensure clear communication.
Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.
Responsible for carrying an equitable proportion of the team's overall call, ticket and project volume.
Performs analysis on IT problems and has the ability to properly troubleshoot, identify and handle to clearance IT user support problems that range from simple password resets to medium complexity (initial diagnosis of PC hardware issues) in an expedient fashion to ensure minimal downtime.
Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure related to DCF i-FamilyNet as required.
Provides a level of technical knowledge and experience related to DCF and DCF i-FamilyNet that distinguishes them from their co-workers.
Has expanded responsibilities due to their distinguished knowledge and experience that includes: DCF i-FamilyNet
Trains, mentors and supports co-workers in their area of expertise (Ca Unicenter, i-FamilyNet
Preferred Knowledge, Skills & Abilities:
Preferred Education and Certifications:
Additional Benefits:
For this opportunity, you will also be eligible for benefits through Apex for the contract period, 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!
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 .
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 .
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.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Apex Systems is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients' digital visions.
Apex has an opportunity for a Help Desk Analyst. For applicants who are interested in this opportunity, send your updated resume to Mike Konjoian, Account Manager, at .
Here are the details:
Position: Help Desk Analyst
Location? 100 Hancock Street, Quincy MA
Candidates Must Already Sit Locally In New England
Duration: : 6 months w/ renewal
Rate: Negotiable Based on Experience
POSITION OVERVIEW:
As a member of the Call center team, the Help Desk Analyst is responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, products, hardware, software, access, etc. in a Support Desk environment. This team member will complete all specifically assigned tasks and generally assigned tasks within the policies and procedures outlined by the client. This includes all policies and procedures regarding IT security, personal health information (PHI), personal identity information (PII) as well as industry standard safeguards regarding appropriate business use of technology.
The primary work location for this role will be at 100 Hancock Street, Quincy. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. Schedules are subject to change based on the operational needs of the business.
DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES:
Responsible for Customer/User satisfaction as it relates to IT services and support.
Respond to Support Desk calls using the help desk reporting process to ensure IT services are provided in a seamless fashion to users.
Respond within IT service level agreements to resolve open tickets to reduce end user downtime.
Responsible for working within a call center environment or as a member of a site team as required.
Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure.
Can professionally work with users to lead them through effective question and answer efforts in order to properly represent their needs.
Effectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and concise.
Insure that user expectations are understood and articulated. If the user expectation is not within the guidelines, work with the user to modify the expectation or escalate to the supervisor of the Support Desk.
Assist users with rudimentary IT user support including but not limited to MS Office Products, Email, Active Directory, internet and intranet use, printer support, directory structure navigation.
Assess, debug and resolve technical problems.
As defined in Support Desk practices, provide timely updates to users on all assigned tickets.
Track and escalate overdue tasks, requests or tickets.
Assists in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.)
Follows strict escalation procedures for problem/issue resolution
Responsible for timely response and support when scheduled and authorized to cover after hours support to ensure continuity.
Clearly communicate and/or escalate to their Manager, IT Operations staff, and other members of Support Services, and other concerned entities (ITD, vendors, other agencies) when necessary, regarding any IT Operations issues or disruptions (planned or unplanned) to insure clear communication and minimize user impact.
Assist with the processing and/or running of any related reports as requested.
Participate in meetings as required and directed to ensure clear communication.
Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.
Responsible for carrying an equitable proportion of the team's overall call, ticket and project volume.
Performs analysis on IT problems and has the ability to properly troubleshoot, identify and handle to clearance IT user support problems that range from simple password resets to medium complexity (initial diagnosis of PC hardware issues) in an expedient fashion to ensure minimal downtime.
Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure related to DCF i-FamilyNet as required.
Provides a level of technical knowledge and experience related to DCF and DCF i-FamilyNet that distinguishes them from their co-workers.
Has expanded responsibilities due to their distinguished knowledge and experience that includes: DCF i-FamilyNet
Trains, mentors and supports co-workers in their area of expertise (Ca Unicenter, i-FamilyNet
Preferred Knowledge, Skills & Abilities:
- 3-5 years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
- Strong interpersonal communication and written skills. The ability to communicate effectively with a wide range of employees, leaders at various levels, and with technical and non-technical customers.
- 3-5 years of experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication.
- Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system. ServiceNow preferred.
- In-depth knowledge of administration, troubleshooting and operation of Microsoft desktop operating systems: Windows 7/10 Professional.
- In-depth knowledge of hardware and troubleshooting of personal computers, printers and other commonly used peripheral devices.
- Experience with Active Directory account creation, password resets, distribution groups and other AD functions.
- Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure)
- Experience using remote desktop tools to support users
- Experience to support Voice over Internet Protocol users and environment
- Knowledge of and experience with the local area networks (physical and logical)
- Ability to understand the laws, rules, regulations, policies and procedures, standards and guidelines governing all EHS activities
Preferred Education and Certifications:
- Bachelor's Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
Additional Benefits:
For this opportunity, you will also be eligible for benefits through Apex for the contract period, 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!
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 .
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 .
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.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
