Help Desk TechnicianThe Help Desk Technician at Apex provides hands-on Tier 1 and Tier 2 technical support to end users, diagnosing and resolving hardware, software, operating system, application, and network issues. This role will involve following established procedures, documenting work clearly, and using sound troubleshooting skills to identify and recommend solutions when issues fall outside standard procedures.Key Responsibilities• Provide hands-on Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and network connectivity.• Diagnose and troubleshoot hardware, software, operating systems, applications, Wi-Fi, VPN, Ethernet, and other technical issues.• Provide technical support across Windows, macOS, iOS, Android, and Linux environments, with the ability to quickly learn unfamiliar operating systems, applications, and technologies.• Install, configure, update, and maintain operating systems, applications, hardware, and peripheral devices.• Support user accounts, passwords, access issues, Microsoft 365, and related IT services.• Provide remote and in-person technical support using remote-access and support tools.• Work assigned support tickets from initial troubleshooting through resolution, escalation, and closure.• Follow documented procedures and instructions, and identify possible solutions and alternative troubleshooting approaches when standard procedures do not resolve an issue.• Document troubleshooting steps, findings, solutions, and relevant details clearly in the ticketing system.• Escalate complex or unresolved issues with sufficient troubleshooting information for the next level of support.• Maintain a professional, patient, and solution-focused approach when assisting users with varying levels of technical knowledge.Required Skills & Qualifications• Hands-on experience troubleshooting hardware, software, operating systems, and network connectivity.• Experience providing Tier 1 and Tier 2 IT support.• Working knowledge of Windows, macOS, iOS, Android, and Linux.• Strong problem-solving and troubleshooting skills with the ability to isolate the root cause of technical issues.• Ability to learn new technologies, systems, and procedures quickly.• Ability to follow technical instructions and established processes while using judgment to suggest practical solutions• Experience with ticketing/ITSM systems and maintaining accurate technical documentation.• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and other common networking concepts.• Strong communication skills and the ability to explain technical issues and solutions clearly to end users. Education Requirements• Bachelor's degree in Information Technology, Computer Science, or a related discipline is required.Experience Requirements• Minimum 1–2 years of experience in an IT support, helpdesk, or desktop technician role. Additional Requirements • Must be a US citizen. • Must be willing to work full-time on-site in the Playa Vista area of Los Angeles.
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