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Mid Level Technical Support – NCA

Apex Systems

This is a Full-time position in Chicago, IL posted February 12, 2021.

Apex Systems is actively searching for a Mid Level Technical Support Specialist to support the Department of Homeland Security. If you believe you meet the qualifications below, please send your updated resume to Kaitlin Westbrook, National Government Services Recruiter, at Position Title Mid-level Field Engineer Mission This position provides an opportunity to support vital functions for Homeland Security, supporting programs managing our nation’s fundamental foreign person processing services. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization, and the successful candidates will help them provide information technology (IT), expertise, and the support services necessary to enable the client to deliver effective, efficient, and secure immigration services and products. Employees work closely with personnel from the client to deliver high end service solutions that allow them to maintain mission continuity. The selected candidates will work with high performance collaborative teams to deliver best-in-class services and solutions in technical support, systems refresh, software integration, and operations support to clients. Job Summary The Field Engineer candidate will provide user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The Field Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. The Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. The Field Engineer will have the ability to make replacement cables from raw cable and RJ-45 connectors. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers’ needs. The following are principal duties of the Field Engineer Position Responsibilities Deskside Support which includes Provide on-site support for deployment and security remediation functions Gather analyze, and report end-user support trends Analysis, testing and modification of computer hardware systems and software based on consultations with users and system design specifications Updating registry values, installingconfiguringupdating computer operating systems Utilizing remote management to diagnosemodify update computer programssoftware and computer systems Provide desktop, application and network application incident resolution Manage user installation and relocation requests Asset Inventory Support Conduct physical inventory of assets Conduct scheduled and random electronic inventories Assist in receiving and receipting property Transfer of property to other organizations Process computer equipment for excess and disposition Disposal Preparation Support Ensure disposal policies and procedures are employed Ensure every device is wipeddegaussed prior to site removal Encryption Services Administer and manage encryption tools application server Ensure laptops are properly encrypted Encrypt laptops discovered without encryption Provide password recovery for encrypted device Video Conferencing and AudioVideo OM Troubleshoot system problems and repairs Work with support staff for remote troubleshooting and repairs Assist in setting up presentation devices and Video Conference units Set up, ensure functionality, be available during events and shut down video conferences Local On-Site Cabling Restart wiring closet cabling electronics including switches or other network devices Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades Overseas Site Support (Depends on Position) Wireless Services Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets Provide Tier 2 support in the field which includes hardware troubleshooting and OS re- install, Blackberry Exchange Server connection verification and equipment swapping support Service Center Services Ensure IT services are renderedtested for telework users using VPN and CITRIX services Provide remote support services for teleworkhome users Support prepost application releases Account Management Services Hardware Incident Resolution Identify and resolve hardware incidents and service requests of a consumable part Qualifications Mandatory This position requires and open to obtaining and maintaining a DHS EOD Clearance per condition of employment High School Diploma or equivalent Minimum 2-3 years’ experience troubleshooting software and hardware in a customer service role Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role High degree of technical proficiency Excellent problem solving skills and analytical abilities 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 or .

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