Help Desk Technician

IT Support Specialist

The purpose of this position is to provide technical support for internal end users. This role involves maintaining the computer desktop environment by analyzing requirements, resolving issues, installing hardware and software solutions, and supporting the internal IT Helpdesk. Responsibilities include the administration and support of company PCs, printers, servers, and related equipment.

This position has no supervisory responsibilities.

Essential Duties and Responsibilities:

• Provide telephone or electronic first-level technical support to troubleshoot and resolve issues related to Windows environments, applications, email, enterprise systems, databases, security, desktop/server hardware and software, and production equipment.
• Offer helpdesk support, resolving problems to the end user's satisfaction, both on-site and via remote tools (e.g., Remote Desktop or Bomgar).
• Monitor and respond promptly to IT helpdesk requests, prioritizing tickets in a first-in, first-out manner based on urgency.
• Troubleshoot issues using remote desktop tools and document all services provided.
• Configure and modify workstation settings, utilities, and software defaults as needed.
• Maintain and utilize helpdesk tracking software to log incidents and resolutions.
• Document internal IT procedures for consistency and efficiency.
• Assist with onboarding new users, ensuring proper setup and access.
• Set up, test, and configure workstations, including computers, monitors, keyboards, mice, drives, and specialized equipment.
• Maintain an accurate inventory of hardware, software, and licenses.
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Assign users and computers to appropriate Active Directory groups.
• Perform timely hardware and software upgrades for workstations as required.
• Create and modify user accounts within Active Directory.

Other Duties:

• Perform additional tasks as assigned.
• Communicate effectively to foster a collaborative work environment and prioritize customer service.
• Interact with end users professionally, using verbal and written communication to reflect a customer-focused attitude.
• Demonstrate tact and diplomacy to uphold a positive image of the IT department.

Required Job Skills:

• Customer-focused with strong teamwork and service delivery skills.
• Exceptional attention to detail.
• Excellent phone etiquette and communication skills.
• Technical expertise in advanced PC diagnostics and proficiency with the Microsoft Windows platform.

Computer Equipment and Software:

• Experience managing Windows domains using:
• Active Directory
• Server operating systems
• Performance monitoring tools
• Scripting/automation
• Windows deployment utilities
• Hands-on experience with server hardware, client systems, and operating systems.
• Ability to document, update, and implement system designs.

Education and Experience:

• Certifications: CompTIA A+, CompTIA Security+
• Education: Associate Degree in an Information Technology-related field, or equivalent professional experience of at least one year.

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 require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.