Service Desk Tech I

The Service Desk Technician performs routine installations and support of workstation hardware and software, resolves desktop computing-related problems, and supports audio-visual setup for video teleconferencing and routine audio-visual requests. This role resolves service tickets with a focus on providing outstanding customer service and adheres to established Service Level Agreements (SLAs). This position begins with 2-4 weeks of on-site training, followed by a hybrid schedule of one to two days per week on-site., * Provide customer service at all times.

• Manage tickets in the queue in accordance with established service levels.
• Provide updates to customers at regular intervals on ticket status.
• Resolve technical issues presented in support tickets and provide clear, concise documentation on the resolution of each ticket.
• Adhere to all procedures as outlined in the Desktop Support Operations Manual.
• Participate in project-related work such as departmental moves and yearly PC refreshes.
• Assist customers with AV-related requests.
• Support occasional on-call rotation and overtime to facilitate team needs.

Experience: A minimum of 1-2 years of experience in an IT support or IT service desk role, preferably in a healthcare setting. Experience with Mac support is also required.

Technical Skills: In-depth knowledge of Windows NT 4.0, Windows 2000, and Windows XP Operating Systems. Proficiency in the installation, troubleshooting, and configuration of MS Outlook email clients. Understanding of Windows network shares and permissions. Knowledge of Apple Computers and Macintosh OS versions 8.0-10.X.X. Experience with HP printers and various computer systems and peripheral equipment such as workstations, printers, and scanners. Experience with AV-related equipment including projectors and video teleconferencing equipment.

Preferred Qualifications

• A+ Certification or CompTIA certification.
• Dell hardware certification.
• Experience working as a project team member for IT-related projects.

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, UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.