Information Technology Support Technician

Field Services Technician II - IT Support Services

6 Month Contract

Location: Palo Alto, CA

Pay Range: $29-32/hr

Job Summary:

Responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices. The Field Services Technician II will additionally provide L2/L3 support as required and work with the Service Desk and desktop engineering teams to identify and remediate recurring issues.

Essential Functions:

• Resolve hardware issues and provide support through Apple or Dell vendor warranty support
• Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.
• Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
• Provide service and customer support during field visits or dispatches, representing the client in a professional and businesslike manner.
• onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
• onsite initial basic network troubleshooting, port activation and deactivation
• onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
• Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
• Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
• Provide technical support and setup during special events, such as conferences.

Qualifications:

Minimum Requirements:

• Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
• Education: Four year college degree or advanced certifications
• Experience: 3-5 years of related work experience
• License/Certification: California Driver's license

Preferred Certifications:

• Microsoft Technology Associate (MTA)
• Cisco Certified Entry (CCENT)
• CompTIA A+
• Certified Asset Management Professional (CAMP) preferred
• Certified Hardware Asset Management Professional (CHAMP) preferred

Knowledge, Skills, and Abilities:

• Experience troubleshooting, repairing and supporting the following (or similar): Windows 7, Windows 8, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN); Dell and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 hardware systems required; Apple (iPad) and Apple and Android phone support and other common tablet computing devices; Printers, monitors, external hard-drives, network interface cards, etc.;
• Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.

EEO Employer

Apex 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 [email protected] or 844-463-6178.