Senior Enterprise Apps & Tech Support Lead

Apex Systems; Richmond (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

Apex Systems is seeking a Sr Applications & Technical Support Technician to provide advanced technical and application support for enterprise systems in a Richmond, VA onsite environment. The role focuses on escalation of Tier I issues, administration of CJIS-compliant applications, and collaboration with cybersecurity and vendor teams to maintain security and availability.

You will configure and deploy desktops, administer Windows and 365 services, and help coordinate software upgrades,

Qualifications

• Experience providing Tier II technical support in an enterprise IT environment.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365, Active Directory, and enterprise software applications.
• Experience troubleshooting complex desktop, workstation, and enterprise application issues.
• Demonstrated ability to provide exceptional customer service and technical support.
• Strong verbal and written communication skills.
• Ability to obtain and maintain Criminal Justice Information Services (CJIS) security access.

Responsibilities

• Serve as the Tier II escalation point; troubleshoot and resolve complex desktop, laptop, printer, mobile device, and enterprise application issues; perform root cause analysis and document resolutions.
• Support mission-critical law enforcement applications; manage user accounts, security roles, and permissions; coordinate software upgrades and testing.
• Configure, deploy, and support desktops and laptops; maintain Windows and Microsoft 365; perform imaging and deployment.
• Ensure compliance with Commonwealth Information Security Standards and CJIS Security Policy; assist with vulnerability remediation and cybersecurity awareness.
• Deliver professional technical support to staff; create user guides and documentation; assist with end-user training; provide after-hours support as required.

Skills

Advanced Technical Troubleshooting

Customer Service Excellence

Analytical Problem Solving

Collaboration

Communication

Security Mindset

Organization & Time Management

Continuous Learning

Tools

MECM/SCCM

Job description

Apex Systems is seeking a Sr Applications & Technical Support Technician to provide advanced technical and application support for enterprise systems in a Richmond, VA onsite environment. The role focuses on escalation of Tier I issues, administration of CJIS-compliant applications, and collaboration with cybersecurity and vendor teams to maintain security and availability.

You will configure and deploy desktops, administer Windows and 365 services, and help coordinate software upgrades,