Job#: 2064434
Job Description:
The role is responsible for managing incoming customer calls and email related to IT support and Service Requests.
Essential Duties and Responsibilities include the following. Other duties may be assigned. All work is performed with deadlines based on agency priorities.
· Handle incoming calls resolving 70%.
· Route advanced issues to second level support teams
· Password Resets
· Answer general IT questions
Supervisory Responsibilities
- This job has no supervisory responsibilities.
Skills and Abilities
Demonstrated ability to:
- Ascertain and meet customer expectations
- Work effectively and independently in a fast-paced team environment where priorities can rapidly change
- Prioritize own work activities with minimal guidance and coaching
- Solve complex problems through discovery and analysis with minimal guidance
- Complete complex projects independently with minimal oversight and direction
- Manage competing priorities to meet goals
- Communicate effectively orally and in writing
- Provide, maintain, and follow technical documentation
Demonstrated comprehensive knowledge of the following tools/technologies:
Windows 10 and 11
Service Desk Ticketing
Incident Management
Problem Management
Asset Management
Education and/or Experience
Candidates must have IT Education or 2 years’ experience working in an IT Service Desk.
EEO Employer
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 [email protected] or 844-463-6178.
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.