Tech Support - Help Desk

Job#: 3030659

Job Description:
Tech Support - Help Desk

Location: Austin, Texas (Onsite)

Employment Type: Contract

Role Overview

We are seeking a Service Desk Support Analyst to provide exceptional technical assistance and customer service. This role involves diagnosing and troubleshooting end-user application issues, managing user accounts, and supporting a wide range of computing devices. The position requires an initial on-site period of 90 days, with the potential for a flexible work arrangement afterward, subject to review.

Key Responsibilities

• Diagnose and troubleshoot end-user desktop application issues and provide appropriate solutions.
• Ensure customer satisfaction through timely resolution of problems or escalation to a second-level team.
• Provide incident status updates to management and end-users per service level guidelines.
• Support and maintain effective relationships with users.
• Provide support for end-user computing devices including PCs, laptops, printers, cell phones, and tablets.
• Support end-users in their use of applications such as Microsoft Office, CRM, VPN, and Citrix.
• Perform account management, including creating or modifying user accounts, managing permissions, and resetting passwords.
• Communicate with customers at all levels of technical and non-technical skills.
• Follow all standard operating procedures through the effective use of knowledge management.

Required Qualifications

Experience: 3-5 years of experience in a service desk or customer service environment, along with 3-5 years of technical support and phone/chat support experience.

Technical Skills: Experience with ITSM platforms (e.g., ServiceNow, Cherwell) and remote support tools (e.g., SCCM, Active Directory). A working knowledge of PC technical support, systems administration, networking, Windows, and macOS is required.

Preferred Qualifications

• An Associate's or Bachelor's degree in Information Technology or a related field.
• CompTIA, ITIL, KCS, CSI, or Microsoft certifications.

Please Note: The Service Support Analyst will start on-site for the first 90 days, working 5 days per week in the office. After the initial 90 days, a Workplace Flexibility Program may be reviewed. If offered, the schedule would include 1 day working from home and 4 days in the office.

Compensation & Benefits

The pay rate for this position is between $15.00 and $20.00 per hour. A comprehensive benefits package is available to eligible employees.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apex uses a virtual recruiter as part of the application process. Click for more details.

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 Benefits 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.