Helpdesk Associate

Job#: 3041599

Job Description:
Overview

Apex Systems is seeking customer-focused Desktop Support Associates to join one of our enterprise financial services clients onsite end-user support team. This role is highly visible and client-facing, providing in-person IT support to employees across multiple campus locations.

The ideal candidate combines technical aptitude with outstanding customer service and enjoys working directly with end users to resolve technology issues. This is an excellent opportunity for individuals looking to grow their IT career in a collaborative, fast-paced support environment.

Key Responsibilities

• Provide in-person, chat, and phone support for end users experiencing technical issues.
• Troubleshoot hardware, software, operating systems, mobile devices, endpoint devices, and enterprise applications.
• Manage incidents, service requests, and escalations through ticketing systems.
• Support laptop deployment, mobile device provisioning, access requests, and user onboarding activities.
• Create, update, and maintain technical documentation and knowledge base articles.
• Assist with knowledge management initiatives and process improvements.
• Generate reports and identify operational trends to improve support services.
• Support incident response activities, outages, and infrastructure-related events.
• Participate in special projects and continuous improvement initiatives.
• Deliver support across multiple office locations and provide walk-up desk and field support as needed.
• Provide white-glove support to executive and high-priority users when required.

Required Qualifications
Customer Service Excellence

• Strong interpersonal and communication skills.
• Professional demeanor and strong office etiquette.
• Ability to build relationships and deliver an exceptional end-user experience.
• Comfortable providing face-to-face support to a wide range of stakeholders.
• Demonstrated customer service mindset and desire to help others.

Initiative & Adaptability

• Self-motivated and proactive approach to work.
• Ability to take ownership and seek additional responsibilities when workload permits.
• Strong willingness to learn and accept coaching.
• Ability to work independently while collaborating effectively with team members.
• Flexible and adaptable in a dynamic support environment.

Technical Foundation

• Experience in Help Desk, Desktop Support, Technical Support, or similar IT support environments preferred.
• Familiarity with troubleshooting Windows devices, applications, and general hardware/software issues.
• Technical certifications, IT coursework, or related training are a plus.
• Basic understanding of enterprise support tools and processes.

Preferred Qualifications

• Experience with ServiceNow or similar ITSM platforms.
• Experience using ticketing systems.
• Knowledge base or technical documentation experience.
• Call center, support center, retail technology, hospitality, or other customer-facing support experience.
• Experience supporting executive-level users.
• Familiarity with incident and problem management processes.

Overtime Expectations

Overtime is not guaranteed but candidates should be open to additional hours when business needs arise. Overtime opportunities may occur due to:

• Major incidents or outages
• Network changes and maintenance activities
• Power shutdowns or building-related events
• After-hours validation and support efforts

Education

• High school diploma or equivalent required.
• Associate's or Bachelor's degree is a plus but not required.

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 .

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.

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 or . 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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