Computer Specialist - San Antonio, United States - Apex Systems

Description

Job Title:
Computer Specialist

Client Industry:
IT Government Relations

Openings: 1

Role Type: 6 month contract to hire

Schedule:
Standard M-F 8-hour work day/40-hour work week
Location: 100% onsite at Uniformed Services University in Bethesda, Maryland

Interview Process: 1-2 rounds


General Duties:

• Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignments
• Serve as the first point of contact for customers reporting technical issues.
• Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.
• Investigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.
• Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
• Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
• Multi-task 3-5 concurrent computer support activities with detailed processes.
• Recall from memory in a timely manner established computer support techniques.
• As needed, perform troubleshooting for computer break-fix processes and software upgrades.
• Document all troubleshooting and resolution steps within the customers ticketing system
• Provide advanced level troubleshooting for Windows computer systems
• Escalate incidents and problems as necessary
• Work with internal technology teams to provide complete solution to customer's needs
• Duties assigned by leadership team

Requirements:

• 3+ Years troubleshooting Windows 7 and Windows 10 Operating Systems.
• Bomgar/SCCM Remote Tools/RDP experience for remote troubleshooting.
• Ability to lift/move/carry computer hardware to the required destination.
• Skilled with creating documentation and work instructions based on completed work.
• Must have at least one of the following CompTIA Certs: A+, Network+, Security+, etc.

Additional Desirable Qualifications:

• ITIL Certification.
• ServiceNow experience
• MacOS troubleshooting and deployment experience
• Microsoft MCSA, CCNA or other related technical certifications.

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 [email protected] or

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.