Job Description
Welcome to Apex Technical Services, where innovation meets support. We are seeking a Help Desk Support Specialist to join our dynamic team in Fort Wayne, IN. In this pivotal role, you will serve as the first line of defense for our clients, ensuring seamless technology operations with a focus on remote-friendly workflows.
We pride ourselves on a culture of collaboration, continuous learning, and employee growth. If you have a knack for troubleshooting and a passion for helping others, we want to hear from you.
Why Join Us?
- Flexible Work Environment: Enjoy a hybrid schedule that blends on-site collaboration in Fort Wayne with the convenience of remote work.
- Competitive Compensation: Earn a salary between $52,000 and $68,000 depending on experience.
- Professional Development: Access to certification reimbursement and ongoing training programs.
- Modern Tech Stack: Work with the latest tools and technologies in IT support.
Responsibilities
- Provide Tier 1 and Tier 2 technical support to end-users via phone, email, and remote access tools, resolving hardware and software issues efficiently.
- Manage and prioritize a high volume of help desk tickets within the Service Desk management system (e.g., Jira Service Desk, Zendesk).
- Perform system maintenance, including software updates, patch management, and basic network troubleshooting.
- Onboard new employees by setting up their workstations, configuring accounts, and educating them on company IT policies and security protocols.
- Collaborate with senior IT staff to escalate complex issues and contribute to the resolution of systemic technical problems.
- Document all technical interactions and resolutions in the knowledge base to improve self-service capabilities.
Qualifications
- Associate degree in Computer Science, Information Technology, or equivalent work experience.
- 1-3 years of experience in a Help Desk or Technical Support role (Remote experience preferred).
- Strong understanding of Windows and macOS operating systems.
- Familiarity with Active Directory, Microsoft Office 365, and remote connectivity tools (VPN, AnyDesk, TeamViewer).
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and the ability to work independently in a remote or hybrid setting.
- CompTIA A+ certification is a plus.