Service Desk Engineer

L1 Service Desk Engineer

This role can be based out of any of our supported office locations: San Jose (CA), Seattle (WA), Murray (UT), Austin (TX), or Santa Fe (NM). While the position operates on Pacific Time hours, candidates may work from whichever of these offices is most convenient.

Type: 12+ month contract

Pay: $22-25/hr

Schedule: on-site M-F standard hours, availability to work overtime if needed

Please send your current resume and availability for a call (w/ your time zone included) to Emma at View email address on click.appcast.io

Job Overview

The L1 Service Desk Engineer is the first point of contact for end-users seeking technical assistance. This role involves providing support and troubleshooting over voice, chat and email, including password resets, software installations, and resolving software issues. The ideal candidate should have excellent communication skills, a strong understanding of computer systems, and the ability to work under pressure.

Key Responsibilities

• Log, categorize, and prioritize incoming incidents and service requests via phone, email, and chat.
• Provide first-level support for basic technical assistance, including password resets, software installations etc.
• Maintain clear and concise communication with end-users, keeping them informed of the status of their requests.
• Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
• Document/Update the solutions and knowledge base articles for future reference (5 documents per week).
• Ensure all tickets are resolved within the agreed SLA (Service Level Agreement) and timely follow up with users to ensure satisfaction.
• Ensure compliance tickets are being addressed on priority and are resolved within 5 working days.
• Hands-on experience on One Drive, Intune, Teams, and O365 applications.
• Experienced in MAC OS X Mojave, High Sierra, and Catalina.
• Deploying remote installation software.
• Basic knowledge of SCCM
• Good Knowledge of VPN and Network devices.

Qualifications and Required Skills

Bachelor's degree in computer science, Information Technology, or related field, IT-related certifications (e.g., CompTIA A+) are a plus.

5+ years of experience in a technical support role.

Strong verbal and written communication skills.

Excellent Customer handling skills.

Excellent problem-solving skills.

PC support, a basic understanding of networks, good knowledge of MS suite of products like MS Office, Outlook etc.

Basic understanding of Windows and Mac OS.

Comfortable to work in 24/7 environment, motivated to work in a fast-paced environment and handle multiple tasks simultaneously.

Good understanding of operational frameworks like ITIL and operations process.

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. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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.

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.