Apex Systems is seeking a Help Desk Technician for one of our clients in Owings Mills, MD. In this role, you will be responsible for providing remote and telephone technical support for hardware and software components, including MS Office (Word, Excel, Outlook, PowerPoint), Windows 10, 7 or current MS OS, PC hardware and peripherals, MFA (multi-factor authentication), ServiceNow, remote access, and third-party applications.

The ideal candidate has excellent customer service skills, a significant phone presence, and a professional demeanor. This is a full-time (6) month contract with weekly pay and is an onsite role with core hours Monday through Friday.

Just so you know, this role requires the candidate to be on-site for the first (30) days at the Owings Mills, MD location.

After the initial (30) days, the schedule would consist of (1) week on-site and (3) weeks remote. This hiring class will start the first week of June.

Personality is an essential requirement for this position!

The compensation is competitive based on experience, and the interview process involves a one-step process. Requirements : - A minimum of two years (three years preferred) experience in a help desk environment working with the above-mentioned hardware / software components.

• Excellent communication skills, both oral and written. - Ability to manage multiple tasks, work individually or as a team member, and work under pressure.
• Comprehensive knowledge of microcomputer equipment, software, and networks. - Strong time management skills and ability to manage multiple priorities.
• Must be detail-oriented. - Ability to triage customer issues, identify root causes, document issues in the Help Desk application, resolve or escalate to the appropriate level of support, and follow up with customers to ensure ticket closure and positive customer service experience.
• Responsibilities also include asset management documentation, replacement of various types and classes of hardware, and contacting vendors and service providers for asset / system maintenance.

Occasional coverage of various shifts in this 24x7x365 organization is required. - Respond to calls from computer system end users requesting assistance and take appropriate action, utilizing various equipment.

Provides first and second-level support). - Provide desk-side assistance to users. - A few years of experience in HD. - Able to clear cache and troubleshoot browsers.

• Overall lower-level troubleshooting. - External help desks also ask the right questions, whether they are on retail or retirement - sometimes rerouting them to the right call center.
• Remoting to the desktop and walking through the issues. - Expectation is 5-10 calls / tickets an hour - a few thousand end-users.

If you are interested in this position and meet all the requirements, please send your recent resume and interview availability to John James at jjames@apexsystems.com.

Last updated : 2024-05-14