Help Desk Analyst

Help Desk Analyst

Apex Systems is looking to hire an ONSITE Help Desk Analyst for our client based out of Greensboro, NC. This assignment is anticipated to be a 6-month contract with strong potential for extension; however, Apex Systems cannot guarantee the length of this assignment. This position supports a Monday–Friday schedule from 11:00 AM to 8:00 PM.

Responsibilities:

• Provide technical support to local and remote end users by diagnosing and resolving hardware, software, network, and system-related issues.
• Deliver exceptional customer service while serving as a primary point of contact for technical support requests.
• Support users in a Microsoft-based environment, troubleshooting desktop, laptop, mobile device, and application issues.
• Assist production operations and business users by providing timely technical support and issue resolution.
• Utilize established IT support processes, tools, and ticketing systems to document, track, and resolve incidents.
• Troubleshoot connectivity and networking issues using a strong understanding of TCP/IP fundamentals.
• Escalate complex technical issues to appropriate support teams while maintaining ownership of the customer experience.
• Maintain accurate documentation of support activities, resolutions, and technical procedures.
• Collaborate with team members and other support groups to ensure efficient problem resolution.
• Support continuous improvement efforts focused on service quality, user satisfaction, and operational efficiency.
• Participate in after-hours or overtime support activities as business needs require.

Experience:

• Previous experience in a Help Desk, Service Desk, Desktop Support, IT Support, or Technical Support role preferred.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues effectively.
• Solid knowledge of Microsoft operating systems, Microsoft Office, and Microsoft desktop environments.
• Strong understanding of TCP/IP networking principles and basic network troubleshooting.
• Ability to work independently while contributing as a collaborative team member.
• Strong interpersonal skills and a positive, customer-focused attitude.
• Willingness to learn new technologies and adapt to changing business needs.

Technical Skills:

• Microsoft Windows environment support
• Microsoft Office Suite
• Active Directory (preferred)
• Hardware and software troubleshooting
• TCP/IP networking fundamentals
• Remote support tools
• Ticketing/case management systems
• Basic desktop and peripheral support

Nice to Have:

• Experience supporting manufacturing, operations, or production environments.
• Exposure to enterprise IT support processes.
• Knowledge of mobile device support and user account administration.
• IT certifications such as CompTIA A+, Network+, or similar.

Why Work for Apex Systems:

• We offer weekly pay, direct deposit, competitive pay rates
• Health/Medical benefits, Life Insurance, 401k, Employee Stock Purchase Program
• Discounts to most major certification programs, access to multiple technical training platforms and programs

EEO Employer