IT Help Desk Support Analyst

Technicians in this role provide technical support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed via phone and chat interactions utilizing remote access software. Support will include Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications.

Candidates will take an average of 25 interactions as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff. To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality, and customer service. During the assigned shifts, candidates should expect nearly 100% of their day to be handling customer interactions.

Training:

Initial training period of 7 weeks is required with hours 8:00 AM - 4:30 PM, Monday thru Friday.

Permanent shifts will begin upon completion of Training.

Shifts will be assigned based on the requirements of the Job Posting.

Associate degree or equivalent work experience is preferred.

High School Diploma or GED required.

Ability to type without usage of auxiliary aids and services. 50+ words per minute is recommended.

Experience with using and supporting MS Office and Outlook is recommended.

Background in a multi-channel environment is recommended.

Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools.

Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing tech landscape.

Addresses concerns while engaging and informing clients about the technology environment. Offers ideas related to enhancing the client experience.

Strong verbal and written communication skills, including ability to quickly build rapport and create a distinctive client experience.

Strong analytic skills and ability to solve problems.

Initiative and motivation to include willingness to share feedback to drive process improvement.

Keen attention to detail including proficiency in clear and understandable ticket documentation.

Ability to adapt to changing needs of the business.

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