Service Desk

Service Desk Analyst (3 OPENINGS)

Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client.

Location:

Norfolk, VA (100% onsite)

Duration:
Long Term Contract (W2 Hourly)

Schedule:

This is a 24x7x365 environment - MUST BE FLEXIBLE TO WORKING ALL SHIFTS

Position Summary:

Acts as liaison for customers and maintains knowledge of company products and customer service processes. The ideal candidate will be able to work in a call center environment, answering high volume phone calls.

Pay: $26.03/hr. (BASE PAY) + $4.93/hr. (SCA PAY) = $30.96/hr (SET RATE)

Start Date:

9/21

MUST HAVES:

• Ability to obtain and maintain a Secret clearance (NO SPONSORSHIP) | Security+ CE (please send copy)
• Solid customer service experience and base level IT knowledge
• Open to working various shifts at any given time

Responsibilities:

• Provide professional solutions to end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.
• Use SM7 ticketing system to track issues.
• Take tier 1 level calls in support of the network
• Resolving customer issues with great service and compassion for their problem.

Requirements:

• General:
  Excellent customer service experience, experience with Microsoft Windows OS, HP Service Manager, Remedy or other ticketing system.
• Experience with basic troubleshooting hardware/software.
• Candidates must be reliable to learn quickly, and show that they are dependable

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.

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 Support Linc 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.