26 Jul
Service Desk
Wisconsin, Fitchburg , 53575 Fitchburg USA

Vacancy expired!

Our client is looking to fill a Service Desk position to join their NOC team. The position can be 100% remote or have a flexible work schedule onsite when the company goes back in. The position offers a great opportunity to enhance your skills and provides a path for growth. The following key experiences will help with joining the team. + Customer Service exp. + Helpdesk exp + Willingness to learnMicrosoft Service Desk + MS Operating System + Azure + SQL Server + System Center + O365 - 3rd party support + Sharepoint - 3rd party support If you're interested in hearing more or would like to apply please contact Rob Parker at - Role Overview Service Desk provide 24/7 coverage of the Network Operations Center and play a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. Service Desk apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients. Service Desk are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills Key Areas of Responsibility

  • Understand and Deliver Managed Service offerings as outlined in the Service Descriptions and Service Catalog
  • Understand and follow the processes and procedures defined in the ManS Standard Operating Procedures manual (SOP).
  • Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
  • Provide detailed and effective communication to internal and external customers
  • Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
  • Provide 24 X 7 support to critical systems and ensure availability objectives are met.
  • Provide alert response as well as email and telephone technical support for data center and managed services clients
  • Take ownership of the incident/request and drive it to resolution
  • Document and track troubleshooting steps, incident solutions and support requests
  • Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
  • Guide and mentor less experienced teammates by providing technical support, training, and direction
  • Document and record time
Responsibilities
  • As a Service Desk Supervisor provide Entry Level technical services with supervision from Supervisors, Team Leads, and Technology Owners
  • Ability to follow through with tasks, projects, troubleshooting with supervision.
  • Handles several tasks simultaneously (ie: troubleshoots and develops internal network, responds to emergencies).
  • Communicates with Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
  • Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
  • Demonstrates and actively promotes an understanding and commitment to the mission of the company through performing behaviors consistent with the company policies.
  • Assist in creating and documenting policies and procedures.
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Provide support to Service Account Managers, Situation Managers, Project Managers and product developers.
  • Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
  • Supports and conducts self in a manner consistent with customer service expectations.
  • The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.
Qualifications Minimum Qualifications
  • BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable.
  • Associates degree in a computer-related field, plus one year of experience in a relevant technical role, OR
  • If no post secondary degree, a minimum 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment
Other Required Qualifications
  • Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
  • Ability to establish customer trust and confidence in the Managed Services knowledge of and concern for customers business needs.
  • History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
  • Critical attention to detail and solid creative problem solving skills.
  • Ability to perform intermediate root cause analysis.
  • Strong organizational, analytical, and problem solving skills.
  • Customer Service focused and a high level of professionalism.
  • Ability to consistently follow policies and procedures.
  • Strong communication and documentation skills.
  • Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership.
  • Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment.
  • Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.
  • Must have good time management skills and be able to meet rigid and urgent assignment schedules.
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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