Who we are:

Apex Systems is a leading professional services organization focused on providing solutions with real business value. We provide a customer-focused approach to building authentic partnerships with our clients.

What we look for:

We seek a Help Desk Analyst who will be responsible for providing Tier2 technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolate problem, determines and implement solutions.

Responsibilities

• Serve as the first line of contact for internal customers seeking technical assistance via inbound dialer or online requests.
• Able to take high call volume through the inbound calls system.
• The ability to effectively communicate with both Customer and Team members.
• Performing remote troubleshooting through diagnostic techniques and pertinent probing questions that will assist in the gaining the information to resolve the issue.
• Determining the best solution based on the issue and details provided by customers.
• Skillfully guide the customer through problem-solving processes.
• Install, modify, and repair computer software.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems by using provided tools and information documents.
• Follow up with customers to ensure issue has been resolved.
• Properly document service tickets with the troubleshooting steps that were used to resolve the issue.
• Communicate with co-workers using the provided remote channel to research and corroborate the best solution to resolve problems.
• Must be able to interact and focus on a remote environment.
• Must be punctual and dependable.
• Must be able to work flexible hours and weekends and willing to work all other tasks deemed necessary by Management.

Requirements

• 1 - 2 years of experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems and its functions.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills both verbal and written.
• Customer-oriented and cool-tempered.
• The ability to work well with a Team.

Technical Skills Needed:

• ServiceNow
• Five9
• Active Directory
• VPN
• Win10
• Microsoft O365
• Remote Desktop
• SCCM
• AD Audit
• SolarWinds
• Excel
• TeamViewer
• Printers

Nice to have

• Azure
• Bachelor's degree in information technology or related field