Apex Systems Looking for Customer Technical Specialist I at Windsor Mill, MD Full Time

Job Description:

HYBRID CUSTOMER TECHNICAL SPECIALIST OPENING

For immediate consideration, please email [email protected] with your resume and best time of day to reach you via cell

Role: Technical Support Specialist

Location: MULTIPLE LOCATION OPTIONS

• San Francisco, CA
• Boston, MA
• Kansas City, MO

Candidates will be required to report onsite 1-2x/week during training, and then will be able to transition to a fully remote environment

Pay Rate: 46k/year

Contract length: 10 month contract to hire, contingent on performance (on a 5 year contract agreement)

Apex Systems Inc. has a need for a CUSTOMER TECHNICAL SPECIALIST to become part of our client’s Health Solutions Management division, which focuses on Healthcare IT solutions for our Federal, State, and Local government. The qualified individual will become part of a program solution supporting HHS/OIG. The IT Service Desk Technician provides technical assistance to computer users, answers questions; resolves computer problems for clients in person, or via telephone or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Each position will be located within the geographical location of an HHS OIG regional office and will provide service to clients located in multiple states. position requires travel within the assigned geographical area.

QUALIFICATIONS:

To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• 4 Years experience with-in a Help Desk environment
• This position requires US Citizenship and ability to obtain public trust clearance

ROLES & RESPONSIBILITIES:

• Provide responsive, reliable, and consistent service delivery.
• Provide IT services that appropriately respond to the time-sensitive needs of customers,
• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
• Respond to and diagnoses problems through discussion with users.
• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provide support to end users on a variety of issues related to applications and web applications.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.

Interview Process:

This opportunity will be moving quickly as our client is looking to have candidates start NO LATER than September 27th due to immediate hiring needs!

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.