Helpdesk Associate

About the role

The Helpdesk Associate role is highly visible and client-facing, providing in-person IT support to employees across multiple campus locations. The ideal candidate combines technical aptitude with outstanding customer service and enjoys working directly with end users to resolve technology issues.

Responsibilities

• Provide in-person, chat, and phone support for end users experiencing technical issues.
• Troubleshoot hardware, software, operating systems, mobile devices, endpoint devices, and enterprise applications.
• Manage incidents, service requests, and escalations through ticketing systems.
• Create, update, and maintain technical documentation and knowledge base articles.
• Support laptop deployment, mobile device provisioning, access requests, and user onboarding activities.
• Assist with knowledge management initiatives and process improvements.
• Generate reports and identify operational trends to improve support services.
• Support incident response activities, outages, and infrastructure-related events.
• Participate in special projects and continuous improvement initiatives.
• Deliver support across multiple office locations and provide walk-up desk and field support as needed.
• Provide white-glove support to executive and high-priority users when required.

Requirements

• Strong interpersonal and communication skills.
• Professional demeanor and strong office etiquette.
• Ability to build relationships and deliver an exceptional end-user experience.
• Comfortable providing face-to-face support to a wide range of stakeholders.
• Demonstrated customer service mindset and desire to help others.
• Self-motivated and proactive approach to work.
• Ability to take ownership and seek additional responsibilities when workload permits.
• Strong willingness to learn and accept coaching.
• Ability to work independently while collaborating effectively with team members.
• Flexible and adaptable in a dynamic support environment.

Qualifications

• Experience in Help Desk, Desktop Support, Technical Support, or similar IT support environments preferred.
• Familiarity with troubleshooting Windows devices, applications, and general hardware/software issues.
• Technical certifications, IT coursework, or related training are a plus.
• Basic understanding of enterprise support tools and processes.
• Experience with ServiceNow or similar ITSM platforms.
• Experience using ticketing systems.
• Knowledge base or technical documentation experience.
• Call center, support center, retail technology, hospitality, or other customer-facing support experience.
• Experience supporting executive-level users.
• Familiarity with incident and problem management processes.

Skills

• Strong interpersonal and communication skills.
• Professional demeanor and strong office etiquette.
• Ability to build relationships and deliver an exceptional end-user experience.
• Comfortable providing face-to-face support to a wide range of stakeholders.
• Demonstrated customer service mindset and desire to help others.
• Self-motivated and proactive approach to work.
• Ability to take ownership and seek additional responsibilities when workload permits.
• Strong willingness to learn and accept coaching.
• Ability to work independently while collaborating effectively with team members.
• Flexible and adaptable in a dynamic support environment.
• Experience in Help Desk, Desktop Support, Technical Support, or similar IT support environments.
• Familiarity with troubleshooting Windows devices, applications, and general hardware/software issues.
• Technical certifications, IT coursework, or related training.
• Basic understanding of enterprise support tools and processes.
• Experience with ServiceNow or similar ITSM platforms.
• Experience using ticketing systems.
• Knowledge base or technical documentation experience.
• Call center, support center, retail technology, hospitality, or other customer-facing support experience.
• Experience supporting executive-level users.
• Familiarity with incident and problem management processes.

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.

Pay

Overtime is not guaranteed but candidates should be open to additional hours when business needs arise. Overtime opportunities may occur due to major incidents or outages, network changes and maintenance activities, power shutdowns or building-related events, after-hours validation and support efforts, and high-priority user support requests.

Schedule

The role is based at the client’s site and requires flexible availability to support multiple office locations. Overtime is not guaranteed but candidates should be open to additional hours when business needs arise.

Application

To apply for this position, please send your information and resume to [email protected] or call us at our Cork office +353 21 2330 150.

Contact

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228.

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.