Job#: 2075684

Job Description:

Position: Help Desk Support Tech

Location: Hybrid; New Haven, CT

Duration: 6+ month contract

Rate: $20-25/hr based on experience

For applicants who are interested in this opportunity, send your updated resume to [email protected] (Alexa Whalen - Talent Strategy Team Lead)

Job Description Summary:

Under general direction, responsible for ensuring the timely process through which computing problems are controlled. Includes problem recognition, research, isolating, resolution, and follow-up steps. Requires experience and understanding of computing systems and networking applications. Responsible for providing technical computer assistance to the community by diagnosing and resolving problems. Typically involves the use of problem management database, help desk incident tracking system and system monitoring tools. Only problems of a complex nature will be escalated for resolution.

Principal Responsibilities:

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures.

2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed.

3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed.

4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems.

5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students.

6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories.

7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems.

8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training.

9. Acts as liaison between end-user and departments.

10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion

11. Completes and documents technical projects such as the testing of hardware and software products.

12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience:

Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associates degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

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.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.