Service Desk Tech I

Job Description

This role involves performing routine installations and support of workstation hardware and software. The technician will resolve desktop computing-related problems and support audio-visual setups for video teleconferencing and other requests. The position requires adherence to Service Level Agreements (SLAs) and a focus on providing outstanding customer service. This is a 6-month contract with the potential for extension.

• Resolve service tickets as assigned, providing clear documentation on the resolution of each ticket.
• Manage tickets in the queue in accordance with established Service Levels.
• Provide regular status updates to customers on their support tickets.
• Adhere to all procedures as outlined in the Desktop Support Operations Manual.
• Assist customers with audio-visual related requests, including setup and maintenance.
• Participate in project-related work such as departmental moves and yearly PC refreshes.
• Maintain current technical competence through self-study and employer-provided training.
• Support occasional overtime for team needs, including evenings, weekends, or holidays for specific tasks.

Experience

Minimum of 3+ years of experience in the Desktop Support field, preferably in a Healthcare setting. Experience working as a project team member for IT-related projects using a structured project management methodology.

Technical Skills

• In-depth knowledge of Windows NT 4.0, Windows 2000, and Windows XP Operating Systems, including installation, troubleshooting, and configuration.
• Proficiency in the configuration, troubleshooting, and installation of MS Outlook email clients.
• Thorough understanding of Windows network shares and permissions.
• Knowledge of Apple Computers, including Macintosh OS versions 8.0-10.X.X.
• Experience supporting HP printers and other peripheral equipment such as scanners and PDAs.
• Experience with AV equipment, including projectors and video teleconferencing systems.

Certifications

A+ Certification.
Dell hardware certification.

Location

On-site in the South Lake Union area. After the initial one-month on-site training period, there is an opportunity for a hybrid work schedule. Candidates must be available to support occasional overtime to meet team and project demands.

Company Information

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. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

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.

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.