Job#: 3034872 Job Description: SAP Support Analyst, Tier 1
Location: New Braunfels, Texas (Partial Remote)
Employment Type: Contract
Role Overview
The Level 1 Help Desk Support Analyst serves as the first point of contact for end users, providing technical and functional support within an SAP environment. This role is responsible for triaging incidents, resolving common issues, and escalating more complex problems to Level 2/3 teams while ensuring a high level of customer service. This position is best suited for a consultant who can quickly ramp up and work independently.
Key Responsibilities
- Provide first-line support for SAP users for issues such as login, navigation, and basic transaction errors.
- Respond to incoming support requests via phone, email, or ticketing system.
- Log, categorize, and prioritize incidents and service requests in ITSM tools, adhering to defined SLAs.
- Escalate unresolved or complex issues to Level 2/3 support or SAP functional teams and track ticket progress.
- Troubleshoot and resolve common SAP issues related to user access, master data, and standard transactions.
- Support common SAP modules including MM (Procurement/Inventory), SD (Order Management), and FI (Finance basics).
- Maintain and update support documentation, troubleshooting guides, and knowledge base articles.
- Act as the primary interface between IT and business users, providing timely updates and maintaining communication.
Required Qualifications
Experience: 0-3 years of IT support, help desk, or service desk experience.
Technical Skills: Basic understanding of SAP (ECC or S/4HANA preferred) and familiarity with ITSM tools (ServiceNow or similar). Must possess strong troubleshooting, problem-solving, communication, and customer service skills.
Preferred Qualifications
- Exposure to one or more SAP modules (MM, SD, FI, HCM).
- Experience in a high-volume help desk or call center environment.
- Understanding of incident management and escalation procedures.
- IT certifications such as CompTIA A+ or ITIL Foundation.
Compensation & Benefits
The pay rate for this position is $25.00 per hour.
Company Overview & Culture
This employer is one of the largest networks of commercial vehicle dealerships in North America, representing leading manufacturers. The organization is committed to delivering operational excellence and supporting business growth through reliable technology solutions.
This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Apex uses a virtual recruiter as part of the application process. Click for more details.
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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 ClearlyRated's 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.
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.
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