Service Desk - 10/12

Apex Systems; Norfolk (VA); On-site; USD 41,000 - 45,000; Full time

Job summary

Apex Systems is seeking a Service Desk Analyst for Norfolk, VA. This is a long-term, 100% onsite contract (W2 hourly) supporting a 24x7x365 environment. Candidates must be U.S.

citizens able to obtain/maintain a Secret clearance and Security+ CE. Typical duties include handling high-volume calls, ticketing with SM7, Remedy or HP Service Manager, and providing professional end-user support. Compensation is a set rate of $31.12/hr (base $26.03/hr + SCA $5.09/hr) with flexible start dates.

Qualifications

• Excellent customer service experience
• Experience with Microsoft Windows OS
• Experience with ticketing systems (SM7, Remedy or similar)
• Demonstrated reliability and ability to learn quickly
• Open to working various shifts at short notice

Responsibilities

• Provide professional solutions to end-users via phone and written correspondence.
• Use SM7 to track issues and manage tickets.
• Take Tier 1 calls in support of the network.
• Resolve customer issues with strong service and empathy.

Skills

Excellent customer service

Windows OS

Ticketing system experience

Reliability / quick learner

Shift flexibility

Tools

SM7 ticketing system

Remedy

HP Service Manager

Job description

Candidates must be U.S. citizens able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment.

Job#: 3052114

Job Description

Postion Title:

Service Desk Analyst (5 OPENINGS)

Location

Norfolk, VA (100% onsite)

Duration

Long Term Contract (W2 Hourly)

Schedule

This is a 24x7x365 environment - MUST BE FLEXIBLE TO WORKING ALL SHIFTS

Position Summary

Acts as liaison for customers and maintains knowledge of company products and customer service processes. The ideal candidate will be able to work in a call center environment, answering high volume phone calls.

Pay

$26.03/hr. (BASE PAY) + $5.09/hr. (SCA PAY) = $31.12/hr (SET RATE)

Start Date

10/12 or next start class (TBD)

MUST HAVES

• Ability to obtain and maintain a Secret clearance (NO SPONSORSHIP) | Security+ CE (please send copy)
• Solid customer service experience and base level IT knowledge
• Open to working various shifts at any given time

Responsibilities

• Provide professional solutions to end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.
• Use SM7 ticketing system to track issues.
• Take tier 1 level calls in support of the network
• Resolving customer issues with great service and compassion for their problem.

Requirements

• General: Excellent customer service experience, experience with Microsoft Windows OS, HP Service Manager, Remedy or other ticketing system.
• Experience with basic troubleshooting hardware/software.
• Candidates must be reliable to learn quickly, and show that they are dependable

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 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 [email protected] 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.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.