Customer Technical Specialist III

• Provide responsive, reliable, and consistent service delivery to all users.
• Deliver IT services that appropriately respond to the time-sensitive needs of customers.
• Ensure prompt referrals and escalations to the appropriate IT support service option.
• Meet all Service Level Agreements (SLAs), including speed to answer and first contact resolution.
• Resolve technical problems and answer queries by telephone for computer hardware, software, network, and telecommunications systems.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Document, track, and monitor incidents in the ITSM system (ServiceNow ITSM) to ensure timely resolution.
• Interact with Tier 3 for effective escalations to ensure prompt resolution.
• Provide onsite support to users once per week at the regional office and as needed for additional onsite dispatch. This role requires the candidate to live within a 50-mile radius of Philadelphia.
• Provide "smart hands" support to Tier 3 personnel when onsite.

• Bachelor's degree with 2 years of experience, a Master's degree with 0 years of experience, or a High School diploma with 4 years of experience.
• 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow.

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