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Desktop/Technical Support

Apex Systems San Francisco Contractor
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We have a 6 month initial contract position for a Desktop/I.T. User Support opening. Key details are below, but the Desktop/I.T. User Support will work for a large Telecom provider to resolve incidents escalated from first line support and assist end users with technology adoption within an assigned market. The Desktop/I.T. User Support will be a highly visible role, this is an exciting opportunity!

If interested in this Desktop/I.T. User Support role, or any other Desktop/User Support opportunities in the San Francisco area, send a resume to Fabrizio Solari, Professional Recruiter via Email blocked - click to apply. Register to receive job alerts that match your criteria from Apex via URL blocked - click to apply and contact me if you see one you’d like to pursue that you’re at least 80% qualified for!

Desktop/ I.T. User Support

San Francisco, CA 94104

Initial 6 Month Contract

Position Purpose:

Resolve incidents escalated from first line support and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.

Responsible for but not exclusive to the following:

Site Service Technician Scope:

  • Audio Visual equipment within the office space
  • Web Conferencing setup and monitoring for VIP executives
  • PC break fix support for the business within market
  • Facilitation of onboarding and off-boarding
  • Telephony break/fix support
  • Mobile phone configuration support
  • Mobile device support (IOS & Android)
  • Training end users on new technology and assisting with deployment
  • Manage data closet technology to agreed global standards
  • Assist remote support staff when additional resources are required
  • Maintain established service level agreements to meet customer expectations and quality standards
  • Additional desk top services activities defined as service improvement actions
  • VIP support

Accountabilities:

Daily work routines:

  • Conference room technology health checks
  • Local office status reports
  • Perform coverage walk-arounds within an office or market
  • VIP and Exec Assistant check ins inclusive of White Glove Service

Incident Management:

  • Resolving incidents in a timely manner to meet the defined Service Level Targets.
  • Create accurate and clear resolution documentation within the incident ticket
  • Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets
  • Share incident resolution knowledge by creating KBA when one does not exist.
  • Provide remote assistance to Service Desk staff during high call/ticket volumes
  • Perform support functions such as peripheral equipment, software installs, configurations, wireless and LAN configuration and resolve access issues, and others as required support
  • Identify malfunctions with software applications, network and hardware take appropriate action to resolve issues ensuring data/system integrity
  • Ensure on-boarding & off-boarding and asset management processes are followed
  • Ensure incident ticket quality standards are met to facilitate escalation to tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and changes (RFC)

Problem Management:

  • Assist with trend and root cause analysis
  • Identify and communicate problem trends found as part of incident resolution
  • Conduct information sessions aimed to promote end user adoption of technology products and services
  • Educate customers on problem resolutions to minimize repeat requests and provide timely follow-up
  • Participate in and or provide feedback to project testing stages

 Minimum Requirements:

  • Bachelor degree or equivalent experience; related computing field preferred
  • 3+ years of technical experience in a multi-state. 10,000+ employee base corporate environment
  • Knowledge of IT processes, general controls and project management and system development life cycles
  • ITIL Foundation Level certification preferred or demonstrate knowledge of processes
  • Industry related technical certificates are a plus or any similar combination of education and experience
  • Excellent customer service skills
  • Strong analytical and problem solving skills
  • Strong interpersonal skills required to interact with end user clients and team members across the organization
  • Good organization skills to balance and prioritize work
  • Ability to work independently and as part of a team
  • Proficient with Windows OS
  • Proficient with MS office Suite (Office 2013, 2016 & O365)
  • Mac experience a strong plus
  • Knowledge of enterprise ticketing systems
  • Active Directory experience
  • Familiar with remote support tools

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 844-463-6178

 

Skills required

Technical Support
Information Technology
Operating Systems
Computer Hardware
Telecommunications
Server (Computer Science)
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WHAT WE DO:

Apex Systems is a division of the 2nd largest IT staffing and services firm in North America. From consulting to staff augmentation, we connect top tech talent with great companies in all industries.

OUR CREDENTIALS: 

Apex earned Inavero’s Best of Staffing™ Client Diamond and Talent Awards for providing superior service to clients and job seekers, putting the company in the top 2 percent of all U.S. staffing agencies.

SUPPORTING OUR CONTRACT EMPLOYEES:

We take the time to understand a candidate’s talents and needs to ensure a good match with companies for contract, contract-to-hire, and direct hire positions. Each recruiter within Apex is focused on a specific skill area within infrastructure, applications, and project management. This focused discipline enables our local recruiters to work directly with our candidate’s and focus their talent on the right position at the right time.

WHO OUR CUSTOMERS ARE: 

We serve Fortune 500, mid-market, and emerging companies from a wide variety of industries, including communications, energy, financial services, government services, healthcare, technology, and utilities. 

WHERE WE ARE: 

Apex has branches in over 70 locations across the U.S. and Canada and more than 1,000 employees dedicated to supporting the needs of our clients and contract team members. Visit www.apexsystems.com to find a local branch or connect with an Account Manager or Recruiter.

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