Service Desk Associate

Apex Systems; Charlotte (NC); Hybrid; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking motivated individuals for an entry-level IT Service Desk role. This exciting full-time position offers the opportunity to provide first-line IT support while developing your skills in a hybrid work environment. You will assist business users by resolving technical issues and ensuring high levels of customer satisfaction. The role involves logging incidents, monitoring systems, and participating in IT projects, all while collaborating with a supportive team. If you're eager to start your career in IT with a company dedicated to innovation and professional growth, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K Plan

Employee Assistance Program

Training Programs

Certification Discounts

Stock Purchase Plans

Qualifications

• Bachelor's degree preferred, especially in IT or Business Administration.
• Relevant technical support experience via internships or employment.

Responsibilities

• Provide first contact support for IT issues and deliver exceptional customer service.
• Log and track incidents using the service management system.
• Monitor systems to ensure service levels and support IT projects.

Skills

Technical Support

Customer Service

Communication Skills

Adaptability

Education

Bachelor's degree in IT or related fields

Tools

Windows 7/10

Microsoft Office

Microsoft 365

Job description

Our client is hiring technically savvy and motivated individuals to provide excellent IT Service Desk support to our business users. This full-time, entry-level position is ideal for those looking to start and grow their career at our Corporate Office in the SouthPark area of Charlotte, NC. Candidates must be flexible and available to work an 8-hour workday, with an hour for lunch, between 8:00 am and 5:00 pm, based on manpower requirements and project demands. This position also requires the ability to switch to the second shift working from 3:00 pm to 11:00 pm 2-3 times a year for one month at a time, on a rotational basis.

This role is hybrid, with 3 days per week onsite.

Job Summary:

The IT Service Desk position provides first-line IT support, resolving general technical issues and assisting with a wide range of IT systems. The team handles all incoming calls and contacts, delivering excellent customer service and following up to ensure satisfaction. Responsibilities include monitoring systems, maintaining service-level goals, and participating in IT projects. The ideal candidate is self-motivated, positive, able to follow instructions, communicate effectively, and work collaboratively with senior team members to troubleshoot and resolve end-user issues.

Major Job Responsibilities:

• Provide first contact support for IT issues
• Respond to calls, emails, and direct contacts for support
• Deliver exceptional customer service to end-users
• Enhance knowledge of systems, applications, and processes to improve response times
• Escalate issues as needed to ensure end-user satisfaction
• Maintain communication with end-users during operational problems
• Log and track incidents and requests using the service management system
• Identify recurring problems and suggest preventative controls
• Monitor systems to ensure service levels, including business systems and internet access
• Support IT projects, including on-site support at various locations
• Assist team members with problem resolution and documentation
• Implement corrective actions in production environments
• Investigate and resolve issues related to online services, networking, and desktops
• Prepare monthly reports on system availability and issues
• Perform at or above expected work performance levels and provide coverage during absences

Qualifications:

• Bachelor’s degree preferred, especially in IT, Business Administration with an IT focus, or related fields
• Relevant technical support experience via internships, work-study, or employment
• Knowledge of hardware/software and technologies such as Windows 7/10, Microsoft Office, Microsoft 365, and network printing
• Strong communication skills, both verbal and written
• Commitment to safety and maintaining an organized workplace
• Adaptability to changing priorities and a focus on timely, accurate results
• Ability to work effectively in a team environment

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. We consider qualified applicants with criminal histories in accordance with applicable laws. For accommodations during the application process, contact our Employee Services Department at [e-mail] or 844-463-6178.

Apex Systems is a global leader in IT services, committed to innovation, collaboration, and continuous learning. We offer comprehensive career resources, training, certifications, and development opportunities, along with a competitive benefits package. Our dedication to excellence has earned us numerous awards, including ClearlyRated's Best of Staffing and Great Place to Work recognitions.

Apex Benefits Overview: We provide a range of benefits including medical, dental, vision, life, disability insurance, and more. We also offer stock purchase plans, 401K, HSA, Employee Assistance Program, discounts, training programs, certification discounts, and access to leadership resources. Our team is dedicated to supporting your professional growth and well-being.