Tier 1 PC Technician

Apex Systems
Salisbury, MD
Jan 14, 2019
Jan 18, 2019
Accountant, IT
Specialty Trades
Full Time
Apex Systems has an opening for a Tier 1 Help Desk Technician with a high level of call center, customer service, and ticket solution experience. This is a long-term contract. If you're interested, please send a copy of your resume to Catherine Chambers at [Click Here to Email Your Resume]. Tier 1 Help Desk Technician Responsibilities: * Handle calls for the Customer Service Desk in a professional, fast, effective, and efficient manner stressing customer service. * Monitor the system continuously during the shift looking for any potential or actual performance problems and resolve the problem or pass on to the appropriate associate. * Monitor escalations using Remedy * Assist with Remedy configuration changes including: Adding/deleting customer information, adding/deleting category, type & items and their appropriate assignments. * Assist with software maintenance and installation. This will include Microsoft operating systems and assorted approved applications. * Deliver a high percentage of first contact resolution (FCR) for Tier One technical issues through the utilization of documented processes and procedures. Tier 1 Help Desk Technician Requirements: * Must have working knowledge of help desk/problem management software (such as Remedy) and ability to manage, maintain and utilize features and functions available through the software. * Knowledge of help desk concepts and procedures in logging, tracking, escalating and resolving problems/issues; must be customer focused. * The Tier 1 Help Desk Technician must possess strong oral and verbal communications skills. They will be required to interact with a wide variety of people at different levels and must be able to effectively interact with them. * Must possess the ability to discuss technical information with non-technical individuals. * Excellent organizational skills with the proven ability to prioritize Multiple incidents, ranging from low to medium complexity. * Basis knowledge of telecommunication (VoIP, IP, Ethernet, LAN/WAN) and wireless equipment. EEO EmployerApex 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