IT Service Desk Analyst

• Provide first-level support to customers via phone calls and chat messages.
• Perform password resets and unlock user accounts.
• Troubleshoot hardware and software issues, including mobile devices (iOS/Android) and Citrix virtual desktops.
• Utilize tools such as ServiceNow and Cisco softphone/Jabber.
• Create and document trouble tickets with detailed information and troubleshooting steps.
• Engage in critical thinking and logical troubleshooting practices.
• Follow incident, escalation, and security procedures.
• Communicate with the team regarding trending issues and suggest process improvements.

This role provides first-level technical support to end-users across different shifts. The position involves troubleshooting hardware and software issues, managing user accounts, and documenting all interactions in a ticketing system. The successful candidate will be a self-driven individual with strong communication skills and the ability to maintain composure under pressure., * 1-2 years of experience in IT technical operations or call/help desk customer support.

• 2+ years of hands-on experience troubleshooting computer hardware or software.
• 2+ years of experience with Windows Operating Systems.
• 2+ years of experience with mobile device troubleshooting on iOS and Android.
• Experience with logging and documenting information in ticket systems.

Technical Skills:

• Familiarity with major software applications such as Microsoft Office 365 tools and Adobe Acrobat.
• Ability to listen and write effectively.

Preferred Qualifications

• Experience with macOS is a plus.
• Airport experience is preferred.

The anticipated pay range for this position is $25.00/hour to $28.00/hour on a W2 basis. Please note that this is a contract role and benefits may differ from full-time positions.

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.