IT Helpdesk Support - Franklin

  • Franklin, WI
  • Posted 60+ days ago | Updated 4 hours ago


On Site
Full Time


Attention to detail
Technical Support
Contact center
Remote access
Software Support
Microsoft Office
Mobile devices
Mobile applications
Customer service
Software troubleshooting
Customer experience
Process improvement
IT service management
Computer hardware
Microsoft Windows
Performance management
Research and development
Microsoft Outlook
Analytical skill

Job Details

Job#: 2012877

Job Description:
Our great client in Franklin, WI has immediate opening for a IT Helpdesk Support Analyst. If you are interested please apply with resume to .

a. Local candidates will report onsite to our Franklin campus
b. Interviews for this position will be held remotely utilizing Zoom
c. Hybrid work from home opportunities for local candidates available after training is completed (3 days a week onsite)
2. Laptop and Equipment is provided to all candidates for this position. Other equipment outside of what we supply will be at the candidate's cost.
Summary of Position:
Technicians in this role provide technical support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed over the phone and with remote access software. Support will include Windows 10, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications.
Candidates will take an average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff. To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality, and customer service. During the assigned shifts, candidates should expect nearly 100% of their day to be on the phone.
- Initial training period of 5-7 weeks is required with hours 8:00 AM - 4:30 PM, Monday thru Friday
- Permanent shifts will begin upon completion of Training
- Shifts will be assigned based on the requirements of the Job Posting
Details of Position:
- 18-month contract
- Shift Needs
--- 1st shift
--- 2nd shift
--- 3rd shift
--- Weekends
- Hours will be communicated when extending an offer for the position. Any availability restrictions must be provided prior to the initial interview
- Associates degree or equivalent work experience is preferred
- High School Diploma or GED required
- Ability to type 50+ words per minute is recommended
- Experience with using and supporting MS Office and Outlook is recommended
- Background in a multi-channel environment is recommended
- Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools.
- Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience.
- Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment. Resolves issues while exciting and level setting clients about the technology environment. Offers ideas related to enhancing the client experience.
- Strong oral and written communication skills, including ability to quickly build rapport and create a distinctive client experience.
- Strong analytic skills and ability to solve problems
- Initiative and motivation to include willingness to share feedback to drive process improvement
- Keen attention to detail including proficiency in clear and understandable ticket documentation.
- Ability to adapt to changing needs of the business.
Interview Process:
- 1-hour video interview

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.

About Apex Systems