Support Tech II

About the role

The role involves performing installations, repairs, and preventative maintenance of personal computers and related systems. The ideal candidate will troubleshoot and resolve software and hardware failures, identify network problems related to desktop or laptop computers, and provide technical support and training.

Responsibilities

• Perform installation, repair, and preventative maintenance of personal computers and related systems.
• Troubleshoot and resolve software and hardware failures in an enterprise environment.
• Identify network problems as they relate to personal computers.
• Provide technical support, training, and process creation for end-users.
• Support Microsoft Productivity tools such as Office 365 and MS Teams.
• Support video teleconferencing solutions, including Cisco Webex.
• Offer executive-level "white-glove" support.
• Serve as a local leader and mentor to junior Technicians.

Requirements

• 6 years of experience providing executive-level support.
• 4-7 years of experience providing end-user support.
• 4-7 years of experience in supporting personal computer hardware and routine software installation.
• 4-7 years of experience troubleshooting IT hardware and peripherals in an enterprise environment.
• 4-7 years of experience supporting Microsoft Productivity tools such as Office 365 and MS Teams.
• 4-7 years of experience supporting video teleconferencing solutions such as Cisco Webex.

Qualifications

• 7 years of experience creating technical knowledge articles.
• 5 years of experience utilizing ServiceNow in a support environment.
• 5 years of experience working in a multi-vendor environment for support operations.

Benefits

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.