P3 Deskside Technician

About the role

Core Function: Serve as a Senior Technician responsible for delivering courteous, knowledgeable, and effective technical support to staff. Support includes desktops, laptops, operating systems, business applications, Microsoft 365, and related peripherals. Act as a primary IT support resource for the assigned area, partnering with internal teams and hardware/software vendors to provide break/fix support, problem resolution, remote-hands assistance, and onsite support for other IT departments.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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.

Responsibilities

• Own and monitor ServiceNow ticket queues to identify new, aging, breached, or high-priority incidents and requests; ensure timely triage, assignment, follow-up, escalation, and resolution in alignment with service level expectations.
• Serve as a senior escalation point for complex deskside issues, using advanced troubleshooting and sound judgment to resolve hardware, software, network, access, and productivity application problems.
• Manage escalated or high-impact incidents from intake through resolution, ensuring clear communication, accurate documentation, appropriate prioritization, and timely updates to users, leadership, and support partners.
• Respond to Deskside incidents, service requests, Teams messages, emails, and in-person support needs with professionalism, urgency, and a strong customer-service focus.
• Maintain, upgrade, and triage user systems, office productivity equipment, desktops, laptops, printers, scanners, copiers, mobile devices, peripherals, Windows operating systems, Microsoft 365, and business-critical applications.
• Coordinate with Service Desk, Endpoint Engineering, Infrastructure, Security, Asset Management, and vendor teams to drive effective break/fix support, problem resolution, major incident support, technology deployments, and local site readiness activities.
• Develop, maintain, and improve desktop support procedures, knowledge articles, quick-reference guides, and end-user documentation to promote consistent service delivery and repeatable support practices.
• Support onboarding, mentoring, and knowledge transfer for new or less-experienced technicians by sharing best practices, demonstrating troubleshooting techniques, and reinforcing adherence to documented processes.
• Provide remote hands support for other IT departments, including infrastructure, networking, security, collaboration, and endpoint teams, while following change, security, confidentiality, and compliance requirements