Help Desk

About the role

We are seeking a Help Desk Analyst to provide support by troubleshooting and triaging standard problems for end-users. This role involves determining resolutions and providing educational training on various supported systems. The position requires adherence to compliance regulations and internal policies and procedures. If an issue cannot be resolved, it will be escalated to a more experienced teammate for further analysis and resolution.

Responsibilities

• Provide support by troubleshooting and triaging activities for standard problems encountered by end-users.
• Adhere to compliance regulations and all related policies and procedures.
• Escalate unresolved issues to the appropriate support level.
• Handle a busy environment while maintaining professionalism.
• Troubleshoot, analyze, and resolve issues using available resources and tools.
• Report new issues to the next level of support and management.
• Support the roll-out of new applications.
• Complete call logs in Salesforce and work on bulk requests between calls.
• Educate teammates on issue resolution to prevent repeat calls.
• Perform warm transfers to other departments when necessary.
• Adhere to all Risk Management Guidelines and stay current with compliance courses.

Requirements

• Education: High school diploma or equivalent.
• Experience: 1-3 years in a Help Desk environment.
• Technical Skills: Excellent listening, verbal, and written communication skills.
• Ability to troubleshoot, analyze, and resolve issues using available tools.
• Proficiency with completing call logs in Salesforce.

Preferred Qualifications

• Associate’s or Technical degree.
• 3 years of IT experience.
• Knowledge of specific software/hardware.
• Banking or financial services experience.

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.

Pay and Schedule

Contract length: 12+ Month Contract Rate: $32/hr W2. Location: Richmond, Virginia (Onsite)