Company: Apex Systems Inc.
Location: Portland, OR
Service Desk/Deskside Support
Duration: Long term contract
Apex Systems is supporting our retail client in building out a Service Bar for their internal employees at their global headquarters.
They are looking for 6 Tier 1 Helpdesk Support resources who will be long term assets to their collaborative, customer-facing team.
Purpose & Overall Relevance for the Organization:
Be the frontline support at the Service Support Bar
Support and maintain global client software and hardware standards.
Provide application and hardware support with OSX & Windows clients as well as Mobile devices in the NAM region and others as required
Align responsibilities with Senior Infrastructure Manager and Client Services Manager
Maintain the Support Bar in an innovative end user friendly work space environment, and ensure its operated in an economic constriction
Operate as part of the End-User service team
Act as part of the Service Support Bar team
Manage walk-up clients.
Provide 2nd and 3rd level application and hardware support for the with OSX and Windows clients in the NAM region and others as required
Perform Install, Install, Move, Add, Change (IMAC) functions and support for customers in the NAM region using related tools and services within the infrastructure.
Supporting training and operational use of the tools in Portland Clarifying license issues Participates in the development and implementation of OSX and Windows Service Support Technologies, Standards and Strategies
May be expected to travel as needed to support Regional Offices and Sales events in the NAM region
Essential Duties & Responsibilities:
Detailed knowledge of Mac hardware and software standards in an Enterprise environment.
Knowledge of Service Management approach (ITIL V3 Foundation Certified preferred)
SCCM, Casper and Jamf service knowledge preferred
Working knowledge of ServiceNow preferred Detailed knowledge of Windows client- and server environments, network protocols as well as Microsoft Office products and Active Directory.
Working knowledge of MDM and mobile client management. (AirWatch knowledge a plus) Supports and aligns with the global MAC and PC Infrastructure organizations by assisting in duties such as package creation, project support, and defining client standards.
Ensures customer satisfaction and identifies and communicates issues and areas for improvement based on business requirements.
Tests and implements new hardware and software standards; sometimes on an individual basis based on MAC business requirements.
Acts as interface to external providers for system repairs.
Life Cycle Management of the Workplace (e.g. providing up-to-date inventory for region NAM, verification of new OSX and Windows requests according to Client Deployment Policy,
Provides proper Incident and Problem management skills to analyze and resolves end user issues by providing telephone, on-site or remote support
Documents, analyzes, solves, tracks and, if appropriate, escalates end user problems
Sets up, installs and configures standard OSX and Windows hardware and software. Provides, system updates, individual adaptations and add-ons.
Sets up and configures MAC and Windows for network, printing, file share, email, internet, intranet
Assists end users in general questions within OS, MS Office and standard applications
Takes over responsibility for the problem and follows up on progress and resolution
Ideally three years’ relevant experience supporting an enterprise IT environment (performance bar knowledge a plus)
Detailed knowledge of Windows and OSX environments, network protocols as well as Microsoft Office products
Detailed knowledge about Windows and MAC hard- and software standards and components
Experienced in internet-, intranet, emailing-usage and standards as well as file sharing
Good knowledge of Microsoft BackOffice and MS Office Professional
Understanding of ITIL processes and/or certification beneficial
Excellent communication skills
Fluent in English, both spoken and written
Acts customer focused and service oriented
Send resume or questions to firstname.lastname@example.org