IT Help Desk

Job#: 3017717

Job Description:

Job Title: IT Help Desk

Location: Louisville, Kentucky for 3 weeks of training, post training is fully remote

Duration: 6 months

Job Description:

Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)

Responsible for resolving 70% of events on first contact while ensuring excellent customer service

Responsibilities:

Handling Inbound Events- 90%

o Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system

o Conducts appropriate diagnosis/troubleshooting to resolve known conditions.

o Escalates problem tickets within department guidelines when unable to resolve

o Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures

Manage Non-Phone/Chat Duites- 10%

o Assist with Alerts and Self- Service Incidents

o Follow up on unresolved incidents

Requirements:

HS Degree required

Ability to type 30 words per minute

Able to complete 35-45 calls/day

Experience with incident or case management tools such as ServiceNow

Flexible work schedule

Beginner organization skills

Beginner oral and written communication skills

Beginner problem solving ability

Beginner understanding of computer concepts (PC fundamentals, Operating systems)

Bonus Points:

Linux experience

POS experience

Preferred customer service experience (1-2 years)

Some College preferred or equivalent experience

Preferred A+, CCNA, or Net + Certifications

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.