Service Desk Tech II

Service Desk Tech IIThe 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 ResponsibilitiesProvide 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 QualificationsA 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 SkillsIn-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.CertificationsA+ Certification is required.Preferred QualificationsDell hardware certification.Experience working as a project team member on IT-related projects that utilized a structured project management methodology.Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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.Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex, 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.