Desktop Support Tier I

Apex Systems; San Antonio (TX); Hybrid; USD 20,000 - 29,000; Full time

Job summary

Apex Systems in San Antonio, TX is seeking a Tier 1 Desktop Support technician. The role covers triage, routing and repair of incoming service incidents in a remote call center environment, with on-site training and a transition to a hybrid schedule (4 days on site, 1 day remote).

The position emphasizes delivering professional support, adhering to SLAs, and maintaining accurate ticket histories. Requirements include a High School Diploma and 1+ year in customer service or IT help desk roles.

Qualifications

• 1+ year in customer service
• 1+ year of IT/help desk/triage experience
• Knowledge of information technology regarding hardware and software
• High School Diploma or GED

Responsibilities

• Provide professional, timely and polite support to all end users
• Troubleshoot and resolve a wide range of computer and network related problems
• Follow standard help desk protocols, procedures and guidelines as provided
• Create and manage tickets for end users via phone, chat or portal
• Monitor queues and ensure tickets are triaged/resolved/escalated within SLA
• Document troubleshooting steps and customer interactions in the ticket
• Maintain accurate time reporting for work performed
• Ensure ownership of tickets and proper handoffs between team members

Education

High School Diploma or GED

Tools

Active Directory

Exchange

O365

CompTIA A+

Job description

Job#: 3051952

Job Description:

Tier 1 Desktop Support

LOCATION : San Antonio, Texas

ROLE TYPE: 4 weeks of on-site training then Hybrid (4 days a week on site then 1 day remote)

Compensation: $18/hr.+ depending on experience

POSITION SUMMARY:

This position is responsible for the triage, routing and repair of incoming service incidents (phone, email, portal, and walk-in). The Tier 1 Desktop support ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The User Support Technician I will report to Service Desk Team Lead.

RESPONSIBILITIES:

General

• Ensure professional, timely and polite support to all our end users
• Have in depth knowledge of our tools and ticketing procedures
• Follow standard help desk protocols, procedures and guidelines as provided
• Identify, troubleshoot and resolve a wide range of computer & network related problems
• Basic understanding of Line of Business (LOB) applications and associated third party vendors
• Stay current with system information, changes and information technology updates
• Any other special projects or tasks assigned

Ticket Management and Resolution

• Create new tickets for end users that place phone calls or start chat sessions with the Service Desk.
• Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation
• Resolve tickets when able based on documentation, training and tools.
• Develop, maintain, and execute a daily routine to review and update existing assigned tickets
• Follow ticket management principles per training
• 1 st communication with the customer is attempted via a phone call
• Ensure SLA timelines are met
• Ensure ticket statuses are maintained correctly based on training provided
• Ensure accurate time worked is reported on each ticket
• Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
• Assume full ownership of all tickets assigned
• Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.
• Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
• Complete Quality Assurance calls to end users following closure of tickets by Teir II and III.

REQUIREMENTS:

• High School Diploma or GED
• 1 or more years in any customer service role
• 1 or more years of experience in network / IT systems triage and help desk experience
• Knowledge of information technology regarding both hardware and software.

NICE TO HAVE QUALIFICATIONS:

• Working knowledge of WiFi functionality, Active Directory, Exchange, O365.
• IT industry certifications are preferred, specifically CompTia A+.

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.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex Benefits Overview:

• Everforth 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.
• Everforth 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, Everforth 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.
• Everforth 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 Everforth Apex team member can provide.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

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