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Urgent! IT Service Desk Agent Job Opening In Sunrise – Now Hiring Apex Systems

IT Service Desk Agent



Job description

Job#: 2088088

Job Description:

Job Title: IT Service Desk Agent

Location: Sunrise FL

Duration: Long term contract w/ opportunity to convert

Rate: $25-$30/hr

SUMMARY

Were seeking an IT Service Desk Agent who answers, monitors and prioritizes Service Desk incidents & requests in a timely & professional manner.

This critical position will support multiple business critical applications & infrastructure incidents.

The position will have responsibility for most non-maintenance incidents by applying knowledge of system procedures & utilizing the tools provided.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Familiarity with ITIL methodology and data driven to facilitate continuous improvements.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware.
  • Logs and tracks incidents and requests from identification through resolution.
  • Provisions and images user laptops and PC workstations.

    MS Autopilot, InTune.
  • Has knowledge of how to analyze incident & request data and can correlate the data to metrics.
  • Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
  • Grows general knowledge of current health-specific products and increasing ability to resolve requests on first contact.
  • Maintain proper documentation of current environment configurations, knowledge management, and processes.
  • Elevate appropriate issues to the third level support team through proper processes for resolution.
  • Ability to communicate effectively to customers and clients while providing necessary updates and troubleshooting steps.
  • Manage application and environment deployments and upgrades with a focus on environment stability, availability, and proper documentation.
  • Demonstrate teamwork with Senior Analysts, the Support staff, infrastructure, and upper management.

    Communicate and follow through on any job or task assigned by second level support staff in a timely and accurate manner.

    Keep management informed of important issues and follow proper escalation procedures.
  • Keep abreast of the latest hardware and software developments offered.

    Establish a thorough knowledge of the systems and procedures
  • Performs other duties as assigned.
  • EDUCATION, SKILLS, AND EXPERIENCE

  • 3+ years’ related work experience required.
  • Associate’s degree or equivalent work experience required.
  • Experience using standard Microsoft 365 tool set (Word, Excel, Power Point, Outlook) and service management software (Microsoft Azure, O365, Teams, InTune, Sharepoint, Atlassian).
  • Excellent communication skills - written, oral and telephone.
  • Strong analytical skills & detailed oriented
  • Strong organizational and follow-through skills
  • Ability to handle multiple tasks in a fast-paced environment while using sound judgment to make accurate, efficient decisions.
  • Must be flexible to work nights/weekends in 24 hour/7 days a week operation and participate in a weekly on-call rotation.
  • EEO Employer

    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.

    If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.

    Apex Systems is a world-class IT services company that serves thousands of clients across the globe.

    When you join 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.

    Apex Benefits Overview: 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.

    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, 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.

    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 Apex team member can provide.


    Required Skill Profession

    Computer Occupations



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