Helpdesk Support - L1

Job#: 3043520

Job Description:
Helpdesk Support - L1

Location: Austin, Texas

Role Overview

We are seeking a customer-focused Help Desk Representative to provide first-level technical support in an enterprise environment. This role is ideal for someone who enjoys troubleshooting, working directly with end-users, and continuously expanding their technical skill set. You will support both Windows and Mac environments while working closely with internal teams to resolve hardware, software, and connectivity issues.

Key Responsibilities

• Provide technical support to team members via phone, email, and in-person appointments.
• Perform installation, repair, and preventative maintenance of personal computers and related systems.
• Troubleshoot and resolve hardware, software, network, and peripheral issues in Windows and macOS environments.
• Monitor and manage support requests through the incident management system, ensuring timely acknowledgment and resolution within established SLA parameters.
• Install and configure workstation hardware and software with limited guidance.
• Assist with installations and updates of security software, and with the decontamination of infected systems.
• Create, maintain, and reference technical knowledge articles.
• Collaborate with internal teams and build strong working relationships.

Required Qualifications

Experience: 1-2 years

Technical Skills:

• Experience with supporting Microsoft Active Directory (AD).
• Solid knowledge of personal computer hardware setup and routine software installation.
• Solid foundation in macOS, including file structure, terminologies, troubleshooting, and basic terminal knowledge.
• High-level troubleshooting capability for Windows, Mac, and other IT hardware and peripherals in an enterprise environment.
• Solid understanding of collaboration products such as Office 365.
• Basic knowledge of the Amazon Web Services (AWS) environment.
• Experience with Windows 7.

Professional Skills:

• Excellent customer service skills, both remotely and in person.
• Solid communication and active listening skills.
• Ability to follow standard operating procedures and written directions.
• Ability to multi-task and adapt in a fast-paced environment.
• Develops and maintains working relationships both within and outside of the team.

Work Schedule

This is an onsite position in Austin, TX (78703). The role requires availability for an 8-hour shift Monday to Friday, between the hours of 6:00 AM and 9:00 PM. After the first 90 days, the role will require working rotating weekend shifts on Saturday and Sunday from 8:00 AM to 4:30 PM.

Additional Information

Candidates with A+ or CompTIA certifications are encouraged to apply.

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 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

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.

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