Help Desk Analyst

About the role

This assignment is anticipated to be a 6-month contract with strong potential for extension; however, Apex Systems cannot guarantee the length of this assignment. This position supports a Monday–Friday schedule from 11:00 AM to 8:00 PM.

Responsibilities

• Provide technical support to local and remote end users by diagnosing and resolving hardware, software, network, and system-related issues.
• Deliver exceptional customer service while serving as a primary point of contact for technical support requests.
• Support users in a Microsoft-based environment, troubleshooting desktop, laptop, mobile device, and application issues.
• Aid production operations and business users by providing timely technical support and issue resolution.
• Utilize established IT support processes, tools, and ticketing systems to document, track, and resolve incidents.
• Troubleshoot connectivity and networking issues using a strong understanding of TCP/IP fundamentals.
• Escalate complex technical issues to appropriate support teams while maintaining ownership of the customer experience.
• Maintain accurate documentation of support activities, resolutions, and technical procedures.
• Collaborate with team members and other support groups to ensure efficient problem resolution.
• Participate in after-hours or overtime support activities as business needs require.

Requirements

• Previous experience in a Help Desk, Service Desk, Desktop Support, IT Support, or Technical Support role preferred.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues effectively.
• Solid knowledge of Microsoft operating systems, Microsoft Office, and Microsoft desktop environments.
• Strong understanding of TCP/IP networking principles and basic network troubleshooting.
• Ability to work independently while contributing as a collaborative team member.
• Strong interpersonal skills and a positive, customer-focused attitude.
• Willingness to learn new technologies and adapt to changing business needs.

Qualifications

• Solid knowledge of Microsoft operating systems, Microsoft Office, and Microsoft desktop environments.
• Strong understanding of TCP/IP networking principles and basic network troubleshooting.
• Ability to work independently while contributing as a collaborative team member.
• Strong interpersonal skills and a positive, customer-focused attitude.
• Willingness to learn new technologies and adapt to changing business needs.

Skills

• Microsoft Windows environment support.
• Microsoft Office Suite.
• Active Directory (preferred).
• Hardware and software troubleshooting.
• TCP/IP networking fundamentals.
• Remote support tools.
• Ticketing/case management systems.
• Basic desktop and peripheral support.

Benefits

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.

Pay

Weekly pay, direct deposit, competitive pay rates.

Schedule

Monday–Friday schedule from 11:00 AM to 8:00 PM.