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Technical Customer Support Technician

Apex Systems Alexandria Contractor
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Apex Systems is looking for a Technical Customer Support Technician. This position requires U.S. citizenship and the ability to obtain/maintain a public trust. If interested, please send your resume to Rachel Jones at Email blocked - click to apply 

Responsibilities:

  • Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
  • Diagnoses internal and external inquiries and work requests as they relate to maintenance of the client's desktop and universal laptop computers and the client's customized applications/systems.
  • Provides end-user software troubleshooting and support to the client's internal and external users/customers.
  • Applies diagnostic techniques to identify problems; investigate root cause analyses; and recommend solutions using Remedy 7.6 IT Service Management Suite.
  • Provides troubleshooting and support for over 200 customized applications supporting over 10;000 users.
  • Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed.
  • Provides help-desk and email support for local and off-site users.
  • Maintains current knowledge of the Windows 7 desktop environment; networking; access technologies; and applications supporting the client's users.
  • Installs; configures; and upgrades computer hardware and software; as needed.
  • Participates in special projects; as needed.

Other Pertinent Information:

  • Location: Alexandria, VA (must be in-person/onsite. NO potential for remote work)

  • Work Schedule: Work shift hours range from 5:30am-midnight depending upon which shifts are available at the time of the in-person interview and may include working one or two weekend days.

  • Interview Format: Technical phone interview first and if passes, then in-person interview.

  • Key Requirement: Associate’s Degree in Computer Science/IT or related field plus 2  years of full-time work experience, at least 1 year of which must be supporting IT.  In lieu of the A.S. degree, a candidate must have 4 full  years of full-time work experience, at least 3  years of which must be supporting IT.

Education

Associate’s Degree in Computer Science/IT or related field plus 2  years of full-time work experience, at least 1 year of which must be supporting IT.  In lieu of the A.S. degree, a candidate must have 4 full  years of full-time work experience, at least 3  years of which must be supporting IT.

Required Qualifications:

  • 1-3 YEARS of directly related experience supporting HELP DESK operations; preferably supporting a large-scale government customer. Experience providing technical support for microcomputer hardware; networks; account administration; and office automation software via telephone; as appropriate
  • Must possess basic skills to support configuration and troubleshooting of MS Windows 
  • Candidate must be able to obtain and maintain a Public Trust after starting work which involves a stringent background investigation by the customer to reveal all arrests within the last 10  years; even if dismissed. Credit check will also reveal all financial issues; which will need to be explained; and if payment is outstanding; will need to be made current in order to continue employment under this contract.

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 844-463-6178

 

Recommended skills

Maintenance
Administration
Computer Hardware
Technical Support
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Complex Problem Solving
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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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