Apex Systems, Inc. Help Desk Technician in Peoria, Illinois

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/ada/r/jobs/5646757 Provides quality customer support from a PC Help Desk. Responsible for basic-to-intermediate PC software and/or hardware systems support via telephone or e-mail in accordance with service level requirements.nESSENTIAL DUTIES AND RESPONSIBILITIES include the following duties, each of which represent a minimum of 20% of the employees time. Other site or department specific duties may be assigned by the manager on a job design form)nReceives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalates all unresolved calls to higher support levels.nDetermines root cause and provides accurate, creative, and timely solutions to PC basic-to-intermediate software and systems problems to ensure end-user productivity. Provides a basic level of hardware troubleshooting, repair and installation on specified product lines to end-users.nAssists in generating defined PC Help Desk performance reports or charts to schedule.nAttends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.nKeeps supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services.nProvides other customer services at the PC Help Desk as defined in contract requirements for position.nSUPERVISORY RESPONSIBILITIESnThis job has no supervisory responsibilities.nOTHER (Service/Quality, Safety, Language, Mathematical, Reasoning Skills)nParticipates in Service/Quality Initiative; continually improves processes; quantitatively monitors processes. Completes required quality core classes and uses skills and techniques presented. Uses the Basic Principles in work environment. Adheres to company/customer safety procedures.nExcellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles. Good problem-solving skills and organizational skills; and an understanding of process.nGood understanding of PC software, operating systems and applications, with moderate level software troubleshooting skills gained through experience and/or training. Basic-to-intermediate knowledge of software and systems functions. Good basic understanding of PC hardware and peripherals along with basic troubleshooting skills. Understanding and a desire for customer satisfaction.nMust be a team player, organized, self-motivated and able to prioritize. Must have outstanding people and communication skills to interact with other team members, customers, and management.nAbility to be flexible, to easily adapt, and to deal well with change; ability to prioritize and meet customer deadlines for defined service level requirements of the PC Help Desk; ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of; ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; ability to deal with problems involving several concrete variables in standardized situations.nMINIMUM REQUIREMENTS FOR ELIGIBIILTY - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.nAssociate's degree or equivalent from two-year college or technical school and one year related experience; or equivalent combination of education and experience.nPrevious experience providing customer services (not necessarily support) over the telephone. MOUS (Microsoft’s Office User Specialist) for Word, Excel, Power Point, and Access) preferred. Must be able to legally operate a motor vehicle.nPHYSICAL DEMANDS / WORK ENVIRONMENT - The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.nWhile performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee must occasionally lift and/or move up to 60 pounds. The noise level in the work environment is usually moderate.nEEO EmployernApex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with cr