Remote Service Desk

Job#: 3016699

Job Description:

Tier 1-2 Service Desk

Fully Remote-CST hours

Duration: 6 months

Pay Rate: $19-21/hr W2

Shift: 2nd Shift Friday-Tuesday (2:00pm CST - 10:30pm CST)

CORE JOB RESPONSIBILITIES:

Provide first and second level support for all users with technical problems, requests or questions with a focus on customer service.

Use troubleshooting skills to obtain and convey concise solutions and technical guidance to our retail stores, corporate office, and distribution centers.

Provide accurate and timely logging of incidents and resolution of issues into the service management database.

Adhere to Service Level Agreements by resolving, escalating, and communicating incident status and resolution.

ADDITIONAL RESPONSIBILITIES:

When asked; act as liaison between IT Operations and Service Desk support staff, during outage calls, to assure accurate incident interpretation. Maintain communications with the Service Desk during the resolution process.

Participate in development and maintenance of Service Desk training procedures and Knowledge Articles.

Maintain in-depth knowledge of service desk supported products and services.

REQUIREMENTS FOR CONSIDERATION:

Bachelor's degree or equivalent experience

1 year of technical support or IT experience

Understanding of Microsoft products with the ability to diagnose application software and hardware problems

General understanding of Retail Systems

Ability to simultaneously and successfully handle multiple, disparate tasks

Strong customer service, organizational, and communication skills

Strong verbal and written communication skills

Ability to effectively interact with internal and external business partners

EEO Employer

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. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

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.