Technical Helpdesk Analyst 3

Location: Remote

About the role

Our organization is seeking a Helpdesk Analyst to support an Employee Services team focused on delivering technical assistance and support to internal users. The main function is to provide technical assistance to computer system users by answering questions or resolving computer problems for clients in person, via telephone, or from a remote location. The ideal candidate will troubleshoot hardware and software issues, resolve user inquiries, document solutions, and ensure a positive end-user experience in a remote support environment.

Responsibilities

• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install software or perform hardware testing remotely.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Diagnose and resolve technical problems via phone, email, chat, and remote support tools.
• Document incidents, service requests, resolutions, and support activities within a ticketing system.
• Prioritize workload, manage multiple requests, and work independently.

Requirements

• Associate's degree in a computer-related field or equivalent training.
• 5-7+ years of experience in Help Desk, Service Desk, Desktop Support, or Technical Support roles.

Skills

• Experience troubleshooting hardware, software, operating systems, and end-user technology issues.
• Experience supporting Microsoft Windows, Microsoft Office, and common enterprise applications.
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services software.
• Strong verbal and written communication skills, problem-solving skills, customer service, and interpersonal skills.
• Ability to work independently and manage one’s time.

Preferred Qualifications

• Experience supporting remote and hybrid workforce environments.
• Familiarity with Active Directory, user account management, and password reset procedures.
• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of desktop imaging, software deployments, and remote device troubleshooting.
• Exposure to enterprise collaboration tools such as Microsoft Teams and Outlook.
• Experience working within large corporate or shared services environments.

About the company

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 ClearlyRated’s Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and a certified Career Coach.