Service Desk Technician

Apex Systems; Boston (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

Apex Systems is seeking an IT Helpdesk professional to act as the primary contact for customer inquiries. The role involves issue resolution, incident creation in ServiceNow, and addressing basic technical tasks. Ideal candidates will possess strong communication skills and a background in IT support.

Benefits

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K program with company match

Employee stock purchase program

Health Savings Account

Employee Assistance Program

Professional development resources

Certifications and training opportunities

Qualifications

• Must have previous experience within IT Helpdesk role.
• Ability to work independently and prioritize tasks.
• Work experience in a customer service or call center role is a plus.

Responsibilities

• Serve as the first point of contact for customer intake.
• Create incidents for incoming customer issues in ServiceNow.
• Assist customers with level 1 tasks like password resets.

Skills

Customer service

Communication

Multi-tasking

De-escalation

Tools

Active Directory

Office 365

Job description

• Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand
• Create the incidents for the incoming customer issues in ServiceNow
• Assist customers with pre-documented entry-level tasks, such as password resets, lockoutsand other quick fixes
• Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes

Ideal Candidate

Our ideal candidate will have excellent customer service and communication skills, both written and verbal. You’ll need to have some prior technical training and / or IT support experience. The ability to multi-task is paramount; you’ll be the first to answer any incoming customer calls. You should be able to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player.

Qualifications

• MUST HAVE PREVIOUS EXPERIENCE WITHIN IT HELPDESK ROLE OR EQUIVALENT
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Excellent listening, verbal, and written communication skills
• Ability to work independently to prioritize your efforts and manage your time effectively
• Exceptional customer service and de-escalation skills
• Work experience in a customer service or call center role is a plus
• experience with Active Directory and Office 365

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 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.