Service Desk Associate

Job# : 2073693

Job Description : IT Service Desk

Duration : 3 month contract to hire

Location : Charlotte, NC

Our client is hiring technically savvy and motivated people to provide excellent  IT Service Desk  support to our business users. This full-time, entry-level position is geared for those looking to start and grow their career at our Corporate Office in the SouthPark area of Charlotte, NC. Candidates must be flexible and available to work an 8-hour workday, with an hour for lunch, between 8 : 00 am and 5 : 00 pm, based on manpower requirements and project demands. This position also requires the candidate to be able to switch to the second shift working from 3 : 00 pm to 11 : 00 pm 2-3 times a year for one month at a time, on a rotational basis.

This position is hybrid with 3 days / week onsite.

Job Summary :

The IT Service Desk position is first-line IT support and solves general technical problems and provides assistance on a wide range of IT systems. The IT Service Desk team answers and responds to all incoming calls / contacts to the IT Service Desk, provides excellent customer service, and follows up to ensure satisfactory resolution. This position monitors systems and takes appropriate action to maintain service-level goals. In addition to IT Service Desk responsibilities, this position also requires participation in various IT service and technology projects. The associate must be self-motivated, have a positive attitude, follow directions, communicate results succinctly and work with senior team members to understand, troubleshoot and resolve end-user problems with the company’s IT systems.

Major Job Responsibilities (not all inclusive) :

• Provide first line of contact for IT support
• Respond to incoming phone calls, e-mails, and direct contacts for support.
• Demonstrate exceptional customer service skills when working with end-users.
• Continuously increase personal knowledge of and familiarity with computing systems, applications and processes to improve problem recognition, response and resolution time.
• Escalate problems as necessary to ensure end-user satisfaction.
• Maintain contact with end-users during operational and production problems.
• Input, track and update all technology-related incidents and requests using service management system.
• Identify recurring problems and recommend to the team controls for prevention.
• Monitor systems to ensure required service levels, including primary business systems and Internet access.
• Support IT projects as assigned, including on-site support at any National Gypsum location.
• Assist other team members with problem resolution through direct contact or use of documentation.
• Initiate corrective action or carry out instructions to resolve problems in production environment.
• Investigate and ensure resolution of all production processing for on-line services, networking and desktop operations.
• Prepare monthly systems availability, service-level and problem reports as requested by the manager.
• Perform at or above the requested work performance level. Fulfill departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation or education.

Qualifications :

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview :   Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses / books / seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.