Helpdesk Specialist I

Apex Systems; San Antonio, Northern (TX, KY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

ESPP

401K with company match

HSA

EAP with up to 8 counseling sessions

Discount program

Job summary

Everforth Apex Systems is seeking a Helpdesk Specialist I to provide first‑level Service Desk support for Military Health Systems in San Antonio, TX. The role requires handling incidents, triaging tickets, and delivering professional, timely help to end users.

The candidate should have a strong customer-service mindset, ability to communicate technical concepts to non-technical audiences, and familiarity with MS Office tools. Onsite work and adherence to service standards are expected.

Qualifications

• High School diploma with 4 years of experience, an Associate's degree with 2 years of experience, or a Bachelor's degree with 0 years of experience.
• Strong critical thinking skills that facilitate expedient problem-solving.
• Capability to support and maintain proficiency for a wide range of services.
• Ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Ability to multi-task in a fast-paced environment with shifting priorities.
• Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint).
• Familiarity with Service Desk support methodology.

Responsibilities

• Provide first-level support of all inbound calls, generating an Incident for all new issues.
• Accurately log, ticket, and track all incidents.
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Conduct timely, accurate, and thorough follow-up on all Incidents.
• Quickly identify and escape high-priority issues.
• Accurately triage, assign, and expedite tickets per current processes and standards.
• Efficiently and accurately resolve all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Maintain dependable attendance and schedule adherence.

Skills

Critical thinking

Customer service

Communication skills

Multi-tasking

Education

High School diploma / Associate's / Bachelor's options

Tools

MS Office Suite (Outlook, Word, Excel, PowerPoint)

Job description

Helpdesk Specialist I

Location: San Antonio, Texas (Onsite)

Role Overview

This position is responsible for providing first-level Service Desk support services to users of Military Health Systems. The role requires familiarity with the supported applications within the environment, as well as hardware and software technical expertise.

Key Responsibilities

• Provide first-level support of all inbound calls, generating an Incident for all new issues.
• Accurately log, ticket, and track all incidents.
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Conduct timely, accurate, and thorough follow-up on all Incidents.
• Quickly identify and escape high-priority issues.
• Accurately triage, assign, and expedite tickets per current processes and standards.
• Efficiently and accurately resolve all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Maintain dependable attendance and schedule adherence.

Required Qualifications

• High School diploma with 4 years of experience, an Associate's degree with 2 years of experience, or a Bachelor's degree with 0 years of experience.
• Strong critical thinking skills that facilitate expedient problem-solving.
• Capability to support and maintain proficiency for a wide range of services.
• Ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Ability to multi-task in a fast-paced environment with shifting priorities.
• Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint).
• Familiarity with Service Desk support methodology.

Preferred Qualifications

• Familiarity with Military Health Systems is preferred.
• Relevant technical certifications preferred.
• Familiarity with ITIL (certification preferred).
• HDI certification preferred.

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 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [e-mail] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.