GTS - US Entity - Desktop Support Engineer

Job# : 2088635 Job Description : Job Description : Workstation / Server troubleshooting support; in-depth knowledge of computer and hardware devicesResponsibilities include 2nd level Desktop support, Laptop configurations / deployments, some AV supportTitle : Desktop TechnicianLocation : 4400 Masthead Street NE, Suite 300, Albuquerque, NM 87109-On SiteRole Description : In Gap Tech, we are obsessed with our internal customer's success. We set the bar high and our goal is to always deliver value to our customers and exceed their expectations. This Desktop Support Contractor role is part of the Employee Enablement Organization, which is a service focused organization that acts with empathy, urgency and a strong drive to deliver the highest quality results and outstanding customer experience. The Desktop Support Technician is expected to support our internal customers, both onsite at our HQ locations and through our Remote Support services, to ensure a seamless and delightful experience. This resource will need to have the ability to adapt to a dynamic fast paced environment. The technician will be a team player and update daily documentation while engaging on daily status updates. Their aim is to provide excellent customer service and support that consistently delights customers.Responsibilities :

• Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction
• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon
• Stage and configure machines for new hires and deploy new hardware as needed
• Work with the Build Center team to provide timely delivery on all hardware deployments
• Complete workstation replacements for users that qualify for new workstation replacements
• Test, configure, install and manage repair of all IT related equipment (hardware and software)
• Knowledge base documentation contribution
• Accurately log and track ticket related workload in a timely fashion
• Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress
• Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers
• Above all, focus on support of people as opposed to the technologyRequirements :
• Minimum 5 years of relevant experience in IT support at 2nd level within a Corporate IT support environment
• Exceptional Customer Experience skills and Customer Success obsessed
• Thorough understanding of service desk and customer support environment
• Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions
• Tolerance for ambiguity in a consistently changing environment
• High energy level and creative problem-solving abilities
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers
• Proven analytical, evaluative, and problem-solving abilities
• Self-motivated team player
• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devicesRemote desktop assistance tools (Nextthink), Automation & Scripting, Service Now, SCCM, JamF, Zoom, MS Teams, SlackEEO EmployerApex 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 employeeservices@apexsystems.com or 844-463-6178.EEO EmployerApex 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 or 844-463-6178. 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. Apex Benefits Overview : 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. 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, 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. 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 Apex team member can provide.

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