Overview
On Site
USD 16.00 - 20.00 per hour
Full Time
Skills
Technical Support
Incident Management
Computer Hardware
Management
Supervision
Service Desk
Cisco Certifications
Network+
Communication
Conflict Resolution
Problem Solving
Operating Systems
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Apex
Oracle Application Express
Job Details
Job#: 3017577
Job Description:
Job Title: Tier I IT Helpdesk
Duration: 6 months
Location: Louisville, Kentucky (Remote) 3 weeks of onsite training
Pay rate: $16.00 - $20.00/hr
PURPOSE OF THE POSITION
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 to 4000+ stores
POSITION FUNCTIONS
Handle inbound events - 90%
Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system
Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
Escalates problem tickets within department guidelines when unable to resolve
Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures
Manage non phone/chat duties - 10%
Assist with Alerts and Self- Service Incidents
Follow up on unresolved incidents
Autonomy & Supervision:
- Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
- Work is typically reviewed in detail at frequent intervals for accuracy.
KNOWLEDGE AND SKILL REQUIRED
EDUCATION:
Some College preferred or equivalent experience
Preferred A+, CCNA, or Net + Certifications
EXPERIENCE:
Preferred customer service experience (1-2 years)
Skills and Other Requirements:
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)
Ability to type 30 words per minute
Comments for Suppliers: Training period is 3-4 weeks onsite at Louisville KY Office. Remote work begins post training
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. 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.
Job Description:
Job Title: Tier I IT Helpdesk
Duration: 6 months
Location: Louisville, Kentucky (Remote) 3 weeks of onsite training
Pay rate: $16.00 - $20.00/hr
PURPOSE OF THE POSITION
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 to 4000+ stores
POSITION FUNCTIONS
Handle inbound events - 90%
Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system
Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
Escalates problem tickets within department guidelines when unable to resolve
Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures
Manage non phone/chat duties - 10%
Assist with Alerts and Self- Service Incidents
Follow up on unresolved incidents
Autonomy & Supervision:
- Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
- Work is typically reviewed in detail at frequent intervals for accuracy.
KNOWLEDGE AND SKILL REQUIRED
EDUCATION:
Some College preferred or equivalent experience
Preferred A+, CCNA, or Net + Certifications
EXPERIENCE:
Preferred customer service experience (1-2 years)
Skills and Other Requirements:
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)
Ability to type 30 words per minute
Comments for Suppliers: Training period is 3-4 weeks onsite at Louisville KY Office. Remote work begins post training
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. 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.