Endpoint Services Technician

Apex Tool Group, LLC; Apex (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Apex Tool Group, LLC is seeking an IT professional to provide Incident Management and Request Fulfillment services to our users. You will be the first point of contact for IT issues, diagnose problems, and coordinate resolutions within ITIL-aligned processes.

The role emphasizes strong customer service, clear communication, and teamwork across the Endpoint Services Team. We value proactive, process-driven individuals who can manage multiple tasks in a fast-paced environment and help improve our

Qualifications

• Associates or higher in computer-focused subject; 2+ years of experience considered in lieu of degree.
• Knowledge of IT service management principles and ITIL.
• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work in a fast-paced environment and juggle multiple tasks.
• Strong organization and time-management skills.
• Technical proficiency with Windows operating systems, Microsoft Office, and desktop hardware.
• Experience with IT service desk tools (e.g., ServiceNow) preferred.
• ITIL Foundation certification preferred.

Responsibilities

• Be the face of IT, delivering excellent customer service as the first contact for IT issues via phone, chat, email, or in-person.
• Manage and resolve incidents and service requests within agreed SLAs.
• Ensure incidents and requests are tracked, classified, prioritized, updated, and resolved in the ITSM platform.
• Perform initial diagnosis and triage to identify root causes and solutions.
• Escalate incidents to appropriate teams while following defined processes.
• Handle service requests within agreed delivery times.
• Communicate status and progress to end-users and stakeholders regularly.
• Contribute to developing and improving service desk processes and knowledge base articles.
• Provide technical training and guidance to end-users as needed.
• Assist with other IT support and project activities.

Skills

ITIL knowledge

Customer service

Communication skills

Problem solving

Multitasking

Organization

Windows OS

Microsoft Office

Education

Associate degree or higher in computer-related field

Tools

ServiceNow

Windows OS

Microsoft Office

Job description

Apex Tool Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

The Blueprint (Role Profile)

We are seeking highly motivated and customer-oriented IT professionals to provide Incident Management and Request Fulfillment services to our customers. As part of the Endpoint Services Team, the individual in this role will be responsible for providing end user technical assistance and support to computer systems, and hardware. Additionally, they will respond to help desk requests, perform diagnostics and necessary trouble shooting measures to determines and implement solutions. The successful candidate will display outside of the box thinking, effective communication skills, and show a willingness to follow, and work to improve, documented processes.

Come build your future with us!

The Build (Responsibilities)

• Be the face of IT by providing fantastic customer service as the first point of contact for any IT issues our users face via Phone, Chat, Email, or In-Person.
• Manage and resolve incidents and service requests within agreed service levels.
• Ensure all Incidents and Service Requests are properly tracked, classified, prioritized, updated, and resolved in our ITSM Platform.
• Perform initial diagnosis and triage of incidents to identify root cause and resolve, or elevate, when appropriate.
• Escalate incidents to appropriate support groups or management, following all defined processes, as required.
• Handle Service Requests as directed and within all agreed upon delivery times.
• Communicate with end-users and stakeholders on incident and service request status and resolution progress at regular intervals.
• Participate in the development and improvement of service desk processes, procedures, and knowledge base articles.
• Provide technical training and guidance to end-users as needed.
• Assist with other IT support and project activities as needed.

The Toolbox (Qualifications)

• Associates or higher degree in Computer focused subject. 2+ years of experience in relevant field will be considered in lieu of degree.
• Strong knowledge of IT service management principles, practices, and frameworks (e.g. ITIL)
• Excellent customer service and communication skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Strong organizational and time management skills
• Technical proficiency in Microsoft Windows operating systems, Microsoft Office Suite, and desktop hardware
• Experience with IT service desk software tools (e.g. ServiceNow) preferred
• ITIL Foundation certification preferred

At Apex Tool Group (www.apextoolgroup.com), we build innovation. Each day, our associates strive to find new and exciting ways to help our customers solve their most complex challenges. By harnessing our global resources, unprecedented insights and spirit for service, we build more than just tools for the jobsite – we help build the future.

ATG is a global manufacturer of hand and power tools, tool storage and accessories, chain, and electronic soldering solutions with more than $1.2 billion in annual revenues. Our 6,700 associates around the world have built powerhouse brands like GEARWRENCH®, SATA®, Crescent®, Cleco®, Weller® and APEX®. Our brands are trusted by the professional trades and DIY enthusiasts alike. With our roots dating back to the 1800’s, our tools have driven technological advancements that drive efficiency, speed and safety for customers in a broad range of commercial and consumer markets.

As part of the ATG team, you will move fast, think globally, learn from your colleagues and grow your career. You’ll enjoy competitive benefits, a healthy work/life balance and have opportunities to give back to the communities we serve.

Our six core values - Customers Come First, Integrity in All We Do, Continuous Improvement, Innovation for Growth, Passion to Succeed and Best Talent, One Team - drive our daily decisions. Connect with us on social media to learn more – Facebook, Instagram, LinkedIn and Twitter.

If your goal is to work where finding a better way never ends and your ideas become reality, join us and say #WeBuildATG!