03 Mar
Help Desk
Minnesota, Minneapolis / st paul , 55401 Minneapolis / st paul USA

Vacancy expired!

Help Desk Support Location: Minneapolis, MN Direct Hire Formal Job Description: Summary of Position: - Provide operational assistance for clients through analysis, technical consulting, documentation, and resolution of application software and hardware issues within designated areas of expertise with a high degree of problem closure on the first call.Specific Duties and Responsibilities: - Receive and respond to Support Center inquiries in a calm, friendly and professional manner. - Provide reliable and timely technical support of desktop hardware and business applications in a network environment (Windows 7). - Provide customer support using remote access tools (Dameware, Bomgar, Remote Desktop Connection) - Document reported issues using the current call management application by providing clear, concise descriptions and resolutions. - Understand the severity of issues and coordinate proper escalation to other IS staff and management personnel as required. Communicate progress and resolution status to IS staff and clients. - Manage open calls routed to business analysts, developers or testing team and monitor progress towards resolution. - Understand client requests for new application functionality and perform preliminary technical - analysis to determine the impact from a development, quality and general usability perspective. - Use standard requirements documentation procedures in communicating application requests - for enhancements and bug fixes to the appropriate team. - May provide advanced client training on new applications or enhancements that impact application usability. - May provide cross training to Support Center team members to ensure adequate back-up capabilities for all primary areas of responsibility. - Maintain detailed understanding of business operations, workflow and procedures for supported business functions. - Maintain technical expertise in the application platforms that support assigned applications. - This includes understanding architecture, data access, log-on and user security issues. - Maintain a high level of client satisfaction with interactions with the Support Center. - May require scheduled on-call support outside normal work hours when needed or directed. - Communicate effectively to Support Center management on issues that impact overall client satisfaction. - Perform other duties as assigned by supervisor. Job Requirement: - Preferred Associates degree or equivalent 3 - 5 years relevant experience. - Must be able to travel for business purposes. EEO EmployerApex 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 or

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