Service Desk Tech II

Apex Systems; Seattle (WA); Hybrid; USD 39,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

Apex Systems in Seattle is seeking a Service Desk Technician II to provide hands-on desktop and AV support. Responsibilities include on-site support for 4-5 days per week, ticket management, and project participation, with a focus on customer service and timely issue resolution.

The role emphasizes experience with Windows operating systems, Mac hardware, Outlook, AV equipment, and a willingness to participate in an on-call rotation.

Qualifications

• Minimum 4+ years of hands-on IT support, including phone support.
• Healthcare environment experience required.
• Experience with Apple computers and Mac OS.
• A+ Certification is required.

Responsibilities

• Provide exceptional customer service at all times.
• Manage and resolve service tickets per SLA.
• Provide regular updates on ticket status.
• Document resolutions for each ticket clearly.
• Adhere to Desktop Support Operations Manual.
• Participate in project moves and yearly PC refreshes.
• Assist with AV requests and video conferencing setup.
• Maintain technical competence through training.
• May join an on-call rotation for after-hours support.

Skills

IT support

Customer service

Phone support

Mac OS

Healthcare setting

Project teamwork

Education

A+ Certification

Tools

Windows NT/2000/XP

MS Outlook

Windows shares & permissions

Printers/Scanners/PDAs

HP printers

AV equipment & videoconferencing

Job description

Job Information

Job#: 3055970

Job Description:

Service Desk Tech II

Location

Seattle, Washington (Partial Remote)

Role Overview

The Desktop Technician performs routine installations and support of workstation hardware and software, resolves desktop computing-related problems, and supports Audio Visual setup for Video Teleconferencing and routine Audio Visual requests. This position is primarily for project support, and resources should expect to be on-site 4-5 days a week.

Key Responsibilities

• Provide exceptional customer service at all times.
• Manage and resolve service tickets as assigned by the Help Desk in accordance with established Service Level Agreements (SLAs).
• Provide regular updates to customers on ticket status.
• Document resolutions for each support ticket clearly and concisely.
• Adhere to all procedures as outlined in the Desktop Support Operations Manual.
• Participate in project-related work such as departmental moves and yearly PC refreshes.
• Assist customers with AV-related requests, including projector and video teleconferencing equipment setup and maintenance.
• Maintain current technical competence through self-study and employer-provided training.
• May be required to join an on-call rotation for after-hours support.

Required Qualifications

Experience: A minimum of 4+ years of hands-on IT support experience, including prior phone support. Experience in a healthcare setting is required. Must have experience with Apple computers and Mac OS.

Technical Skills

• In-depth knowledge of Windows NT 4.0, Windows 2000, and Windows XP Operating Systems, including installation, troubleshooting, and configuration.
• Proficiency in the configuration, troubleshooting, and installation of MS Outlook email clients.
• A thorough understanding of Windows network shares and permissions.
• Knowledge of various computer systems and peripheral equipment such as workstations, printers, scanners, and PDAs.
• Experience supporting HP printers.
• Experience with AV equipment, projectors, and video teleconferencing systems.

Certifications

A+ Certification is required.

Preferred Qualifications

• Dell hardware certification.
• Experience working as a project team member on IT-related projects that utilized a structured project management methodology.

Everforth Apex Benefits Overview

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.
• You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Equal Opportunity Statement

Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

ADA Accommodation Contact

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.