Service Desk Technician

IT - Customer Technical Specialist III

Location: Philadelphia, PA (Hybrid)

Role Overview

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. Based on manager feedback, candidates with 3-5+ years of IT support experience and Public Trust eligibility will be most competitive

Key Responsibilities

• 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.

Required 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.
• Ability 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.

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.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: 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.

Everforth Apex Systems is an 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.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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