Desktop Support II

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., * 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.

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.

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.

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.