Job#: 3034872

Job Description:

Location: Houston, Texas (Partial Remote)

The Level 1 Help Desk Support Analyst serves as the first point of contact for end users, providing basic technical and functional support within an SAP environment. This role is responsible for triaging incidents, resolving common issues, and escalating more complex problems to Level 2/3 teams while ensuring a high level of customer service. This position is best suited for a consultant who can quickly ramp up and work independently.

• Provide first-line support for SAP users for issues such as login, navigation, and basic transaction errors.
• Respond to incoming support requests via phone, email, or a ticketing system.
• Log, categorize, and prioritize incidents and service requests in ITSM tools, following defined SLAs for response and resolution times.
• Escalate unresolved or complex issues to Level 2/3 support or SAP functional teams and track ticket progress.
• Troubleshoot and resolve common SAP issues related to user access, master data, and standard transactions.
• Support common SAP modules such as SAP MM (Procurement/Inventory), SAP SD (Order Management), and SAP FI (Finance basics).
• Maintain and update support documentation, troubleshooting guides, and contribute to knowledge base articles.
• Act as the primary interface between IT and business users, providing timely updates and maintaining strong communication.

Experience: 0-3 years of IT support, help desk, or service desk experience.

Technical Skills: A basic understanding of SAP (ECC or S/4HANA is preferred) and familiarity with ITSM tools such as ServiceNow are required. Candidates must possess strong troubleshooting, problem-solving, communication, and customer service skills.

• Exposure to one or more SAP modules (MM, SD, FI, HCM).
• Experience in a high-volume help desk or call center environment.
• Understanding of incident management and escalation procedures.
• IT certifications such as CompTIA A+ or ITIL Foundation.

This employer is one of the largest networks of commercial vehicle dealerships in North America, representing leading manufacturers. The organization is committed to delivering operational excellence and supporting business growth through reliable technology solutions.

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 uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

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.

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