Service Desk Agent - Apex Systems

Job#: 2036286

Job Description:

Service Desk Agent/IT Support Specialist

Las Vegas

Apex Systems is looking for an IT Support Specialist to join one of our top financial clients. If you are interested, please send your qualified resume to [email protected]

Overview:

Under the direction of the IT Support Supervisor/Manager, the IT Support Specialist will work on the Service Desk and will be the first point of contact for advisors and internal customers. The IT Support Specialist is responsible for first and second-level advisor and internal support and for setting up, testing, upgrading, troubleshooting and deploying a variety of applications. He or she prepares daily problem reports; enters tickets and updates Service Desk tracking management software; and assists internal and external customers through effective support, communication, software utilization and technology.
Job Description:

• Providing technical support to advisors for various applications and functions
• Interacting with all appropriate departments within IT in order to restore service and/or identify problems
• Documenting and maintaining IT Service Desk-related processes and procedures
• Maintaining appropriate service level agreement (SLA) on tickets in CONTACT and/or Service Now, our service request systems
• Accurately classifying and documenting requests and incidents
• Fielding incoming requests from end users via both telephone and email in a courteous manner
• Monitor and address tickets coming through self-service portal
• Establishing and maintaining excellent rapport with external customers
• Identifying and learning appropriate software and hardware used by the organization
• Providing end-to-end user support by following up with the end user to confirm request closure

Position Requirements:

• College diploma or university degree in the field of computer science and five years of equivalent working knowledge
• Minimum one to three years’ experience in PC software and hardware support in a corporate environment
• Familiar with ITIL framework
• Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 7,
• 8 and Windows 10
• Beginning to intermediate knowledge for installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other productivity suites
• Familiar with the administration and support of clearing house platforms
• Familiar with Active Directory administration, including the creation of domain and exchange accounts
• Excellent troubleshooting skills over the telephone
• Good interpersonal skills and attention to customer service
• Ability to work effectively in a fast-paced environment
• Ability to communicate effectively
• Able to provide first class customer service to both internal and external customers
• Able to effectively prioritize incidents and service requests
• Able to work flexible hours based on business demands – off business hours,
• On-Call support and weekends as necessary
• Enjoy working in a team environment
• Able to sit, stand and walk for extended periods of time
• Able to lift up to 50 pounds
• Able to be periodically on call for after-hours support

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 [email protected] or 844-463-6178.