IT Support Technician

About us

Established in 1998, Apex Technology Group is headquartered in Cranston, RI, with offices in Connecticut and Massachusetts. Our IT engineers are certified with Microsoft, Cisco, Aruba, Dell, Apple, HP, Google, Palo Alto, Barracuda and more. Services include IT strategy, network design, procurement, project management, installation and ongoing support.

Our approach is customer-centric, with a proven track record of providing higher IT service levels at a reduced operating cost. At Apex, we are big enough to handle any IT problem, and small enough to provide custom support solutions to fit any environment.

We are an equal opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Our work environment includes:

• Collaboration
• On-the-job training
• Growth opportunities

As an IT Support Technician you will be responsible to delight and support Apex clients’ end-users utilizing industry standard tools and best practices troubleshooting techniques. They will work with Apex Level 2 & 3 Network Engineers to quickly, and efficiently, resolve trouble tickets in a timely manner. In addition, the IT Support Technician is responsible for the monitoring and maintaining client networks availability, reliability and performance. In all circumstances, is responsible for accuracy and currency of tickets on Apex’s case management system, enthusiastic and regular communication with Apex clients on matters of support and maintenance.

The ideal candidates will have an Associates Degree in Computer Science or a related field, as well as the ability to work well under pressure and complete assignments within deadlines. We are looking for enthusiastic and experienced candidates who are excited about the opportunity to grow their careers by joining a new, rapidly expanding organization.

In addition to these responsibilities, this position will be available for dispatch to perform on-site support assignments and projects, as well as participate in the engineering on-call rotation (likely after 6-9 months of full-time employment).

Qualifications

• Associate's Degree in Computer Science or equivalent work experience preferred. Bachelor's Degree in MIS or CS or equivalent experience is a plus.
• Ability to multitask and prioritize support requests for client issues
• Strong organizational skills
• Ability to communicate clearly and concisely by phone, e-mail, and in person with clients
• Ability to remotely triage client issues using best practices troubleshooting techniques
• Work as part of a collaborative and high functioning team to quickly resolve client issues within defined service levels.
• Ability to interpret and accurately understand, update, and work with documentation systems including using Microsoft Visio for topology/riser diagrams.
• Ability to document newly discovered or defined technical processes and procedures
• Possess strong troubleshooting and problem-solving skills
• Utilize advanced search engine techniques and language models to quickly research solutions and learn new technologies.
• Proactively seek potential, and respond to existing, issues leveraging monitoring tools
• Demonstrated understanding networking fundamentals,
• Desire and ability to self-learn new technology and solutions

Skills Desired:

1-2 years of hands-on experience supporting the following:

• Windows, Mac Desktop, and Google Chrome Operating Systems
• Workstation Imaging using Windows Deployment Services, MDT, or Autopilot
• Windows Server roles and features
• Virtualization with VMware ESXi or Microsoft Hyper-V
• Multi-Factor Authentication platforms like Microsoft Authenticator, Google Authenticator, Duo, or Okta
• Scripting using Powershell, Batch, Bash, or Python
• Endpoint Management using an RMM Tool such as ConnectWise Command, Kaseya, or Microsoft System Center.
• Mobile Devices management of iOS, Android, and Surface tablets using Intune, Jamf, Kandji, any other MDM solution.
• Network printers and other misc. office electronics
• Endpoint security solutions using Sentinel One, Huntress, Crowdstrike, or Carbon Black.
• Cloud computing platforms such as Amazon Web Services, Microsoft Azure, or Google Cloud Platform.
• Cloud collaboration platforms such as Microsoft 365 or Google Workspace.
• Wired & Wireless Networking using Ubiquiti, Aruba Networks, or Cisco Meraki.
• Video Conferencing Platforms including Teams, Zoom, Webex, or GoToMeeting.
• Backup solutions, preferably experience with Veeam, MSP360, Coveware, Shadow Protect, or Azure Backup, Datto, or other.
• Diagnosing and repair of workstation, server, and mobile device hardware.
• One or more Technical Certifications a plus in HPE, Aruba Networks, Microsoft, Dell, Cisco, Palo Alto, Fortinet, Sonicwall, Security , or Network highly desired.

Job Type: Full-time

Pay: $44,500.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• educational technology: 1 year (Preferred)
• help desk: 1 year (Required)

Work Location: In person

Salary : $44,500 - $50,000