What are the responsibilities and job description for the End User Technical Support position at Apollo Technology Solutions LLC?
Title: End User Technical Support
Location: Boise, ID (Onsite)
Duration: 3 Months
Type: Contract
Important Notes:
1 - This is a SHORT TERM position.
The position is funded for a 3-month duration.
While there is a possibility the position will extend beyond that 3-month term, candidates should understand and accept that this may only last for the 3- month duration initially budgeted.
2 - This is a FULLY ONSITE position - because it's fully onsite and short-term, only local candidates should be submitted. This position with the Idaho Office of the State Board of Education (OSBE) provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system/networking support for end users.
The role will primarily involve: Supporting Windows-based machines (Windows 10 & 11) Basic Active Directory user management Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment Assisting with basic phone system usage (state phone system, Cisco-based) Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms
Job Description:
Minimum Qualifications:
Preferred Qualifications:
Required Skills
Location: Boise, ID (Onsite)
Duration: 3 Months
Type: Contract
Important Notes:
1 - This is a SHORT TERM position.
The position is funded for a 3-month duration.
While there is a possibility the position will extend beyond that 3-month term, candidates should understand and accept that this may only last for the 3- month duration initially budgeted.
2 - This is a FULLY ONSITE position - because it's fully onsite and short-term, only local candidates should be submitted. This position with the Idaho Office of the State Board of Education (OSBE) provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system/networking support for end users.
The role will primarily involve: Supporting Windows-based machines (Windows 10 & 11) Basic Active Directory user management Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment Assisting with basic phone system usage (state phone system, Cisco-based) Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms
Job Description:
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email, ticketing system and personnel requests for technical support.
- Document, track, and monitor technical issues, providing clear and concise responses to ensure a timely resolution.
- Assist clients by answering questions or troubleshooting computer issues in person, over the phone, or through remote tools like Teams and Zoom Possess knowledge of commonly used concepts, practices, and procedures, including imaging and Windows operating systems.
- Excellent customer service and ability to de-escalate tense situations.
Minimum Qualifications:
- Install and support Windows environments Experience using ticketing system Strong organization, problem solving and multi-tasking skills Sensitive to confidential information Able to pass a fingerprint background check.
- Strong sense of customer service and professionalism, even in a sometimes stressful environment Ability to complete assigned tasks individually, as well as work cooperatively
Preferred Qualifications:
- Knowledge of Microsoft Azure/Entra AD/M365
- Experience working in virtualized environments
Required Skills
- Professional experience in a technical end-user support role providing in-person desktop support AND remote support via phone, email, etc
- Experience providing end user support on Windows-based machines (Windows 10 & 11)
- Experience with basic Active Directory user management for end user support
- Experience troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.) for end users
- Experience assisting with basic phone system usage for end users (state phone system is Ciscobased)
- Experience working with a help desk ticketing system
- Experience providing basic networking support for end users (for example troubleshooting connectivity issues)
- Experience with hardware/software installation and support and imaging
- Experience with M365 support
- Experience working in virtualized environments (MS Azure/Entra AD)
- Exceptional communication skills required - candidates must exude professionalism even in stressful situations
