Job#: 3040109

Job Description:

Location: Remote

Rate: $18/hr (Apex's W2)

Contract length: 4-6 months

Start Date: ASAP

If you are interested in the opportunity below, please send your resume directly to [email protected] for an immediate reply.

We are seeking an IT Service Desk Agent to serve as a primary point of contact for IT-related issues. In this role, you will be responsible for fielding contacts via phone, chat, and service requests from employees and contractors. You will utilize your technical knowledge and our team's knowledge base to diagnose, notate, and resolve reported issues or escalate them to the appropriate support group. This position requires the ability to multitask effectively and provide high-quality customer service in a dynamic environment.

• Provide consistent high-quality customer service to internal customers.
• Answer calls and chats, assist with problems, and enter details into the help desk ticketing system.
• Handle password reset requests and respond to emails promptly.
• Diagnose, evaluate, and prioritize requests for assistance regarding hardware, software, operating systems, and networking.
• Perform incident management, including creation, editing, and routing of incidents within the ServiceNow system.
• Escalate complex problems to the next level of support for resolution.
• Maintain availability for phone and chat queues for the majority of the shift.
• Maintain a flexible schedule, which includes a recurring Saturday shift.

Experience: Applicants should have either working experience in a technical support role or a technical degree.

Technical Skills:

• Intermediate knowledge of the MS Windows 10 Operating System.
• Knowledge of MS Office applications and Microsoft Outlook/Exchange.
• Understanding of LAN/WAN, Windows user environments, and printer configurations.
• Experience troubleshooting software and hardware issues on desktops, laptops, and peripherals.
• Strong interpersonal and communication skills.

• Familiarity with a ServiceNow ticketing system.
• Knowledge of the Microsoft Office 365 Suite, Microsoft Teams, and Microsoft InTune.
• Previous customer service experience.
• Experience with Genesys Workstation Desktop Edition.
• Knowledge of Windows Command Prompt for common issues.
• Familiarity with Microsoft System Center Configuration Manager (SCCM).
• ITIL certification is a plus.

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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