Break/Fix - St. Louis

About the role

This position is for a Break/Fix Technician responsible for providing IT service delivery, including IMAC, break-fix, and deskside support. The role involves coordinating with end-users, performing troubleshooting, parts replacement, system upgrades, and basic deployments on client assets. The technician will work to meet service level agreements and ensure customer satisfaction.

Principal Duties and Responsibilities

• Provide IT service delivery (IMAC, Break Fix, Desk side Support) according to managed client policy and procedure guides.
• Cook with end-users on expectations and availability to conduct services.
• Perform troubleshooting, parts replacement, system upgrades, and basic deployments and repairs on client assets in campus or remote locations.
• Identify potential issues that could adversely impact the end-user experience and follow through on action steps.
• Strive to meet all client SLAs and customer satisfaction goals.
• Escalate issues that impact a client end-user or the entire operation at a given site to the Desktop Support Site Lead.
• Provide onsite shadowing to the Program Field Service Team when required.
• Serve as an entry point to develop technical and customer skills for growth into more challenging field services roles.
• Perform basic installation and maintenance of technical products.
• Follow predefined procedures and tasks in everyday activities.
• Work is regularly reviewed by a more senior-level technical specialist.

Required Skills And Competencies

• A minimum of 1-3 years of experience in servicing or deploying computer equipment.
• A proven customer service background.
• Experience in a corporate environment.
• Knowledge of the Windows operating system environment, including Windows 7.
• Ability to comprehend and follow verbal and written technical instructions and scripts.
• Physically able to lift and move enterprise and client technology hardware in customer environments.
• Excellent verbal and written communication skills with an emphasis on customer service, including experience handling difficult customers and conflict resolution.

Benefits

Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.

Equal Opportunity Employer

Everforth Apex 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. Everforth 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 Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address).