Job#: 3047784 Job Description: Service Desk Analyst
Location: Brisbane, California
Role Overview
This position is centered on providing call center-based Service Desk support. The role involves assisting end-users with remote tier 1 and 2 troubleshooting for MacOS, Windows, and Apple products, including computers, tablets, and phones. The analyst will handle a high volume of tickets daily and is expected to troubleshoot and resolve technical issues.
Key Responsibilities
- Maintain secure and confidential information in accordance with IT policies and medical regulations.
- Deliver customer service while applying technical expertise.
- Resolve or escalate issues and contribute to Knowledge Base (KB) updates.
- Communicate technical concepts clearly in writing and verbally.
- Troubleshoot application issues on Windows 10/11 and MacOS devices.
- Take ownership to ensure team service levels are consistently met.
- Address issues such as password resets, application support, printer problems, and network connectivity.
- Provide support for hardware, VPN access, and operating system issues.
Required Qualifications
Experience: A minimum of two years in a fast-paced call center or IT support environment is required. Candidates must have proven ability to handle high ticket volumes efficiently.
Technical Skills: Proficiency with remote troubleshooting tools, Microsoft Windows, Microsoft Office, and MacOS environments is necessary.
Soft Skills: A confident, engaging, and eager-to-learn attitude is essential, along with excellent written and oral communication skills.
Preferred Qualifications
- Experience supporting healthcare environments.
- CompTIA A+ certification.
- HDI Support Analyst certification.
- ITIL certification or familiarity.
Work Environment
The first week will consist of on-site training and orientation from Monday to Friday. Following the initial training period, the position will transition to 100% remote, with work hours aligned to the Pacific Time Zone (PST).
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 ClearlyRateds 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. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
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.
Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.
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