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Help Desk Support Specialist

1 month ago

Plano, United States Apex Systems Full time

Position: Help Desk Support Specialist

Rate: Up to $20.00/hour

Location: Onsite in Plano, TX (5 days a week, 2 days off)

Duration: Through 2024 - potential to extend

Hours: 40 hour work week, shifts vary


Our Client is seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firms front line and you will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that associate value is maintained to the standards set forth by the company. This is a call center environment with a steady flow of issues, needs and requests from internal end users.


Responsibilities:

• Provide application support through remote access tools to resolve internal end user issues

• Monitor and respond quickly and effectively to calls or chats received to the Service Desk

• Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware

• Remotely access and support end user machines to achieve first call resolution

• Utilize Service Now as the ticketing tool to track and escalate tickets for end users

• Assist with onboarding of new Agents by training and allow others to shadow

• Perform other tasks as needed by the Service Desk Managers


Basic Qualifications:

High School Diploma, GED, equivalent certification or military experience

At least 1 year of remote help desk support experience

Fluent in English

Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience

Windows 10 Certificate or 1+ years of equivalent Windows OS support experience


Preferred Qualifications:

Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience

ITIL Certification

2+ years of remote help desk support experience