Tier 1 Desktop Support

Apex Systems; San Antonio, Northern (TX, KY); Hybrid; USD 25,000 - 29,000; Full time

Job summary

Apex Systems is hiring for Tier 1 Desktop Support in San Antonio, Texas. The role begins with four weeks of on-site training followed by a hybrid schedule (four days on site, one day remote) to support end users in a fast-paced environment.

The position emphasizes triage, routing and repair of incidents, professional customer service, and adherence to standard help desk procedures with strong ticketing discipline.

Qualifications

• High School Diploma or GED required.
• 1+ years in customer service.
• 1+ years of IT triage/help desk experience.

Responsibilities

• Triage, routing and repair of incoming service incidents (phone, email, portal, walk-in).
• Provide professional, timely, polite support to end users.
• Follow ticketing procedures and ensure SLA timelines are met.
• Identify and troubleshoot hardware/software problems across a range of devices and networks.
• Record all interactions and updates in the ticketing system.
• Take ownership of tickets and coordinate with teammates as needed.

Skills

Customer service

Troubleshooting

Communication

Time management

Education

High School Diploma or GED

Tools

Ticketing systems

Job description

# Tier 1 Desktop SupportApply**Job#: 3051952****Job Description:****Tier 1 Desktop Support** **LOCATION**: San Antonio, Texas **ROLE TYPE:** 4 weeks of on-site training then Hybrid (4 days a week on site then 1 day remote)**Compensation:** $18/hr.+ depending on experience\\*If interested and qualified in the role, please reach out to the Professional Recruiter, Nicole, at [e-mail] **POSITION SUMMARY:**This position is responsible for the triage, routing and repair of incoming service incidents (phone, email, portal, and walk-in). The Tier 1 Desktop support ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The User Support Technician I will report to Service Desk Team Lead. **RESPONSIBILITIES:*** General + Ensure professional, timely and polite support to all our end users + Have in depth knowledge of our tools and ticketing procedures + Follow standard help desk protocols, procedures and guidelines as provided + Identify, troubleshoot and resolve a wide range of computer & network related problems + Basic understanding of Line of Business (LOB) applications and associated third party vendors + Stay current with system information, changes and information technology updates + Any other special projects or tasks assigned* Ticket Management and Resolution + Create new tickets for end users that place phone calls or start chat sessions with the Service Desk. + Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation + Resolve tickets when able based on documentation, training and tools. + Develop, maintain, and execute a daily routine to review and update existing assigned tickets + Follow ticket management principles per training + 1st communication with the customer is attempted via a phone call + Ensure SLA timelines are met + Ensure ticket statuses are maintained correctly based on training provided + Ensure accurate time worked is reported on each ticket + Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket + Assume full ownership of all tickets assigned + Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member. + Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution + Complete Quality Assurance calls to end users following closure of tickets by Teir II and III. **REQUIREMENTS:*** High School Diploma or GED* 1 or more years in any customer service role* 1 or more years of experience in network / IT systems triage and help desk experience* Knowledge of information technology regarding both hardware and software.**NICE TO HAVE QUALIFICATIONS:*** Working knowledge of WiFi functionality, Active Directory, Exchange, O365.* **IT industry certifications are preferred, specifically CompTia A+.**