Desktop Support II

Job#: 3032084

Job Description:
Desktop Support II

Location: San Antonio, Texas (Hybrid)
Employment Type: Contract to Perm

Role Overview

This position is responsible for providing Tier 2 desktop support, ensuring customer satisfaction by resolving technical issues in a professional manner. The role involves handling incoming service desk calls, creating tickets, and escalating issues as needed within a remote service desk environment. The primary objective is to deliver timely incident resolution and superior customer service to all end users.

Key Responsibilities

• Handle incoming calls to the service desk, create tickets, and manage incidents or requests.
• Perform password resets and assist users with multi-factor authentication (MFA).
• Deploy software and applications using SCCM.
• Identify, troubleshoot, and resolve a wide range of computer and network-related problems.
• Ensure all troubleshooting efforts and communications are accurately recorded in the ticketing system.
• Follow standard help desk protocols and ticket management principles to meet service level agreements (SLA).
• Assume ownership of assigned tickets and ensure a warm handoff when transferring ownership.
• Collaborate with team members to ensure speedy resolution of technical issues.
• Stay current with system information, changes, and information technology updates.

Required Qualifications

Experience: A strong background in customer service is required. Candidates must have experience with Active Directory, password resets, and troubleshooting the Microsoft suite of products.

Technical Skills: Proficiency in SCCM for software deployments and a higher-level understanding of desktop support functions are necessary.

Preferred Qualifications

• Experience with ticketing systems such as ServiceNow or Remedy.
• A+ certification or other relevant IT industry certifications.
• Working knowledge of WiFi functionality, Exchange, and O365.

Compensation & Benefits

The pay rate for this position is between $23.00 and $25.00 per hour. Upon conversion to a permanent role, the salary is expected to be between $50,000 and $55,000 annually, based on performance.

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 .

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.