Job#: 3026028 Job Description: IT Service Desk Analyst (Onsite Hybrid - Boise, ID)
Location: Boise, ID
Onsite Requirement: 1 day per week
Start Date: ASAP
Contract Length: 12-month contract to start, with ongoing renewals
Interview Process:- 1 virtual panel interview (3-5 interviewers)
- Possible second-round interview
Position Overview
The IT Service Desk Analyst provides first-level technical support and exceptional customer service to end users through phone, email, and chat. This role is responsible for troubleshooting desktop, mobile, and application issues, documenting incidents, and escalating more complex problems to appropriate technical teams. The ideal candidate has experience supporting users in a large enterprise environment and thrives in a customer-focused support role.
Key Responsibilities
- Provide IT Service Desk phone coverage and respond to end-user inquiries via phone, email, and chat
- Deliver high-quality customer service and technical assistance to end users
- Perform first-level troubleshooting and support for end-user desktops, laptops, handheld devices, and peripherals
- Support Microsoft Office, Adobe products, and internal line-of-business applications
- Troubleshoot issues related to Windows 10, VDI environments, Microsoft 365, mobile devices, and network printing
- Accurately document incidents, requests, and resolutions in the ticketing system
- Escalate or route service desk requests to other technical teams as appropriate
- Adhere to established IT processes, procedures, and service level expectations
Required Qualifications
- 1+ year of experience working on a Help Desk or Service Desk supporting users in a large business environment
- Experience supporting desktop PCs, network clients, and network printing
- Working knowledge of:
- Windows 10
- VDI environments
- Microsoft 365 (O365)
- Mobile devices
- Line-of-business applications
- Familiarity with Active Directory tools, group policy, and basic user account management
- Strong customer service, communication, and interpersonal skills
- Ability to clearly explain technical issues to non-technical users
Preferred Qualifications
- Experience supporting users in large financial services, healthcare, or technology organizations
- Prior experience working in a structured enterprise IT environment with defined escalation paths
Additional Information
- Hybrid role requiring onsite presence one day per week in Boise, ID
- Contract position with long-term potential through ongoing renewals
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: 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. 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, 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. 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 Apex team member can provide.
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