IT Help Desk Analyst I

Apex Systems; Orlando (FL); Remote; USD 45,000 - 65,000; Full time

Job summary

Apex Systems is hiring an Operational Technical Support I for their IT Service Desk team. This remote opportunity requires candidates to provide Tier 1 support, resolving customer incidents and ensuring high-quality service. Candidates should have 1-2 years of experience in providing IT support and possess strong analytical skills and a customer-oriented mindset. Comprehensive benefits and possibilities for career growth are included.

Benefits

Health, dental, vision, life, and disability insurance

Employee stock purchase program

401k retirement plan

Health Savings Account

Employee Assistance Program

Access to professional development courses

Qualifications

• 1 – 2 years’ experience supporting customer end users via phone, email, chat or self-service portal.
• Basic knowledge of Active Directory/Azure, MS Office troubleshooting.
• Knowledge of Internet Security and Antivirus.

Responsibilities

• Provide Tier 1 IT Service Desk Support including customer incidents.
• Maintain ticket documentation and ownership of workload.
• Contribute toward meeting performance metrics and service level agreements.

Skills

Customer Service

Analytical Skills

Problem Solving

Education

Bachelor’s degree in information technology

Equivalent education in related fields

Tools

ServiceNow ITSM

Job description

Position: Operational Technical Support I

Onsite Requirement: Remote

12 Month Initial Contract, potential to extend or convert into a permanent role

Description:

The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties.

This opportunity is work from home position, being a member of a Virtual IT Service Desk for one or more customers. We have various schedules throughout the week, including 4 days x10 hours or 5 days x 8 hours. Available schedules may change based on business needs.

The Main Responsibilities

• Interact with customers, via multiple communications methods, per established customer service and quality guidelines
• Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
• Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems.
• Demonstrate the ability to appropriately escalate issues.
• Ensure ticket documentation is accurate and thorough.
• Maintain ownership of workload
• Identify recurring incidents and trends and escalate appropriately.
• Take applicable/assigned training courses.
• Ensure the knowledgebase is kept up to date.
• Adhere to documented personnel and department guidelines and policies.
• Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.
• Perform other related duties as assigned.

What We Look for in a Candidate

Technical Requirements

• 1 – 2 years’ experience supporting customer end users via phone, email, chat or self-service portal.
• Providing support for:
• Basic connectivity to Internet and/or VPN, Ethernet or WiFi
• Basic knowledge of Active Directory/Azure
• MS Office troubleshooting and basic how-to support
• IE: Outlook configuration and troubleshooting
• Operating Systems:
• Basic knowledge of MS Windows and remote troubleshooting of PC or Laptop devices
• Basic understanding of Internet Security and Antivirus
• Know how to spot SPAM and Phishing attempts
• Ticketing Systems – Experience or knowledge of ServiceNow ITSM tool
• Additional Nice To Have Skills/Basic Knowledge of
• MAC/iOS
• SAP
• Oracle

Soft Skill Requirements

• Excellent Customer Service & Attitude
• Excellent English listening/understanding, verbal, and written communications
• Excellent contact control, analytical and problem solving
• Proactive and Accountable
• Possess a sense of urgency and maintain stress awareness/management
• Ability to multi-task while being attentive to the customer
• Adaptability, Flexibility, Innovative/Creative Solutions
• Desire to learn, and maintain/enhance knowledge
• Readily accepts feedback, mentoring, and coaching
• Education or Equivalent Experience:
• Bachelor’s degree in information technology or equivalent education in related fields and/or 1 - 2 years IT customer service experience or other pertinent related experience

Position Objectives:

• Following the corporate vision, mission and principles
• Provide Customer with an outstanding service experience
• Contribute, in a positive way, toward meeting/exceeding service level agreements and organizational performance metrics

Apex Benefits Overview: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 retirement plan (401k or local country equivalent) program. 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, 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. 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 Apex team member can provide.

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 [e-mail] or 844-463-6178

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

Apex Benefits Overview: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. 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, 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. 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 Apex team member can provide.