Service Desk Technician

Apex Systems; Philadelphia (Philadelphia County); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Everforth Apex Systems is seeking an experienced Service Desk Technician with ServiceNow experience to provide high-volume end-user support in a federal environment. The role requires 2+ years IT support with a Bachelor's and the ability to obtain a Public Trust clearance.

Hybrid onsite presence in Philadelphia, PA is expected. The successful candidate will meet SLAs, assist VIP users, and collaborate with Tier 3 for escalations, while delivering exemplary customer service and strong

Qualifications

• Bachelor's degree with 2+ years IT support experience; 0 years with a Masters; 4 years with a High School diploma.
• 1 year of help desk experience with ITSM tools, preferably ServiceNow.
• Must be able to obtain and maintain a Public Trust clearance.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a high-volume support environment.
• Commitment to delivering a positive user experience.

Responsibilities

• Provide responsive, reliable, and consistent service delivery to all users.
• Deliver IT services that respond to time-sensitive customer needs.
• Escalate appropriately and ensure timely referrals to the right IT support option.
• Meet SLAs including speed to answer and first contact resolution.
• Resolve technical problems over the phone for hardware, software, network, and telecoms.
• Diagnose, isolate, and analyze problems using historical data.
• Document and track incidents in ServiceNow ITSM for timely resolution.
• Interact with Tier 3 for effective escalations to prompt resolution.
• Provide onsite support once per week within 50 miles of Philadelphia.
• Provide
• smart hands
• support to Tier 3 when onsite.

Skills

Troubleshooting

Customer service

Verbal communication

Written communication

Multitasking

Help desk experience

Education

Bachelor's degree

Tools

ServiceNow

Job description

Job#: 3039574

Job Description: IT - Customer Technical Specialist III

Location: Philadelphia, PA (Hybrid)

We are seeking an experienced Service Desk Technician with ServiceNow experience who can provide high-volume end-user support in a federal environment. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, experience supporting VIP users, and a proven track record of meeting SLA-driven support metrics in a fast-paced help desk environment. Based on manager feedback, candidates with 3-5+ years of IT support experience and Public Trust eligibility will be most competitive

Key Responsibilities

• Provide responsive, reliable, and consistent service delivery to all users.
• Deliver IT services that appropriately respond to the time-sensitive needs of customers.
• Ensure prompt referrals and escalations to the appropriate IT support service option.
• Meet all Service Level Agreements (SLAs), including speed to answer and first contact resolution.
• Resolve technical problems and answer queries by telephone for computer hardware, software, network, and telecommunications systems.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Document, track, and monitor incidents in the ITSM system (ServiceNow ITSM) to ensure timely resolution.
• Interact with Tier 3 for effective escalations to ensure prompt resolution.
• Provide onsite support to users once per week at the regional office and as needed for additional onsite dispatch. This role requires the candidate to live within a 50-mile radius of Philadelphia.
• Provide "smart hands" support to Tier 3 personnel when onsite.

Required Qualifications

• Minimum of 2 years of experience with a Bachelor’s; 0 years of experience with Masters, or 4 years with High School diploma.
• 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.
• Ability to obtain and maintain a Public Trust clearance.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a high-volume support environment.
• Strong customer service orientation and commitment to delivering a positive user experience.

Clearance

Candidates must be eligible and willing to obtain & maintain a Public Trust clearance. This requires either US Citizenship or Permanent Resident (Green Card) status and having lived in the United States consecutively for 3 out of last 5 years.

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 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 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 Benefits Department at [email protected] or 804-523-8228.

(Do not submit resumes or solicit consultants to this email address).

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060