Service Desk Support Analyst

About the role

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.

Responsibilities

• Provide timely and consistent IT phone-based user support
• Maintain high-quality end-user experience
• Meet real-time service objectives (RSOs)
• Ensure proper documentation and escalation of incidents and requests
• Respond to incidents and service requests within defined RSOs
• Document troubleshooting steps and resolutions
• Escalate issues appropriately
• Maintain knowledge base accuracy
• Follow security and identity verification procedures
• Provide knowledge transfer

Requirements

• High school diploma/GED with four (4) years’ experience in Technical Support roles
• An Associates degree substitutes for 2 years of experience
• A Bachelor’s degree substitutes for 4 years of experience

Skills

• Knowledge of computer hardware, software, and mobile device components
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN
• Knowledge of Active Directory, Group Policy, and endpoint security tools
• Knowledge of ITIL best practices for incident and asset management
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues
• Skilled in prioritizing and resolving service tickets efficiently
• Skilled in communication and collaboration with users, technical staff, and management
• Skilled in analyzing and identifying trends or root causes of recurring technical issues
• Ability to identify potential IT security-related situations
• Ability to deliver high-quality, customer-focused technical support
• Ability to manage multiple priorities and meet deadlines in a dynamic environment
• Ability to adapt to evolving technologies and organizational needs

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.