Help Desk Support - Sr

This position provides customer-first support for a growing business group. The role focuses on laptop support, with an even mix of Windows PCs, Macs, and mobile devices. Excellent customer service and engagement are primary responsibilities., * Provide support for team members across multiple divisions.

• Focus on laptop support for Windows PCs, Macs, and mobile devices.
• Maintain excellent written and verbal communication skills.
• Engage in cross-training efforts with peers.
• Contribute to site-level operational readiness and process improvements.
• Communicate and manage expectations with leadership.
• Identify skill gaps and pursue professional development.
• Collaborate with site leads and act as a backup when delegated.
• Assist the Service Desk by actively taking and resolving intake calls.
• Conduct technical educational sessions for small groups.
• Identify process gaps and recommend improvements.

Education: A High School Diploma, GED, or equivalent certification is required.

Experience: At least 3 years of experience in remote administration and end-user support is required. At least 3 years of experience with Windows 10 or newer operating systems is necessary. At least 3 years of experience with ticketing and IT service management (ITSM) tools is needed. At least 1 year of experience with Google suite applications and at least 1 year of experience with macOS are required.

Technical Skills: Experience with ticketing tools such as Zendesk, HPSM, or ServiceNow is required.

Preferred Qualifications

• Bachelor’s Degree in Business, Information Systems, Computer Science, or military experience.
• 1+ years of experience with Active Directory services integration.
• 1+ years of experience with defining and implementing process management functions.
• Apple certification(s).
• 1+ years of experience with virtualization technologies, including VMWare tools.
• ITIL Foundation, Lean Six Sigma, or PDCA Methodology.
• Familiarity with process tools.
• 1+ years of experience with platform management and integration, including JAMF Casper Suite or SCCM.
• 1+ years of experience with productivity tools on Mac, including MS Office, Lync, or Skype.
• 1+ years of experience supporting 100+ end users with Mac devices.
• 1+ years of experience with image deployment, software and system testing, and encryption and security tools on Windows and macOS.

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.

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