Service Desk Technician

Job Description

We are seeking an experienced Service Desk Technician with ServiceNow experience who can provide high-volume end-user support in a federal environment. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, experience supporting VIP users, and a proven track record of meeting SLA-driven support metrics in a fast-paced help desk environment.

• Provide responsive, reliable, and consistent service delivery to all users.
• Deliver IT services that appropriately respond to the time-sensitive needs of customers.
• Ensure prompt referrals and escalations to the appropriate IT support service option.
• Meet all Service Level Agreements (SLAs), including speed to answer and first contact resolution.
• Resolve technical problems and answer queries by telephone for computer hardware, software, network, and telecommunications systems.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Document, track, and monitor incidents in the ITSM system (ServiceNow ITSM) to ensure timely resolution.
• Interact with Tier 3 for effective escalations to ensure prompt resolution.
• Provide onsite support to users once per week at the regional office and as needed for additional onsite dispatch. This role requires the candidate to live within a 50-mile radius of Philadelphia.
• Provide “smart hands” support to Tier 3 personnel when onsite.

Qualifications

• Minimum of 2 years of experience with a Bachelor’s; 0 years of experience with Masters, or 4 years with High School diploma.
• 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.
• Ability to obtain and maintain a Public Trust clearance.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Able to manage multiple priorities in a high-volume support environment.
• Strong customer service orientation and commitment to delivering a positive user experience.

Clearance

Candidates must be eligible and willing to obtain & maintain a Public Trust clearance. This requires either US Citizenship or Permanent Resident (Green Card) status and having lived in the United States consecutively for 3 out of last 5 years.

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.

About the Role

This role requires the candidate to live within a 50-mile radius of Philadelphia.

Skills

• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Able to manage multiple priorities in a high-volume support environment.
• Strong customer service orientation and commitment to delivering a positive user 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. 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

The pay for this role is competitive and commensurate with experience.

Schedule

The schedule for this role is hybrid, allowing for both remote and in-office work.