IT - Customer Technical Specialist III

# IT - Customer Technical Specialist IIIApply
** Job#: 3039574
***
* Job Description:

** IT - Customer Technical Specialist III
*
* Location:

** Home, Pennsylvania (Hybrid)

Role Overview We are currently seeking a Computer User Support Specialist to join our team of qualified, diverse individuals. The qualified applicant will provide technical assistance to users, answer questions, and resolve computer problems via telephone, electronically, or onsite as needed. This role involves providing assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

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 (Service Now 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
*
* Education & Experience:

*** Bachelor’s degree with 2 years of experience, a Master's degree with 0 years of experience, or a High School diploma with 4 years of experience.
* 1 year of experience working in a help desk environment with ITSM tools, preferably Service Now.
** Citizenship:
*** This position requires US Citizenship.  
* 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 Clearly Rateds 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.

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** 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 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…