Help Desk AgenT in Schaumburg, IL at APEX Systems

Date Posted: 7/2/2018

Job Snapshot

Job Description

Job #:  854918

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Helpdesk Support

Povides quality customer support from a PC Help Desk.  Responsible for basic-to-intermediate PC software and/or hardware systems support via telephone or e-mail in accordance with service level requirements.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following duties, each of which represent a minimum of 20% of the employees time. Other site or department specific duties may be assigned by the manager on a job design form)

  • Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalates all unresolved calls to higher support levels.
  • Determines root cause and provides accurate, creative, and timely solutions to PC basic-to-intermediate software and systems problems to ensure end-user productivity.  Provides a basic level of hardware troubleshooting, repair and installation on specified product lines to end-users. 
  • Assists in generating defined PC Help Desk performance reports or charts to schedule.
  • Attends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.
  • Keeps supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services.
  • Provides other customer services at the PC Help Desk as defined in contract requirements for position.



This job has no supervisory responsibilities.


OTHER (Service/Quality, Safety, Language, Mathematical, Reasoning Skills)

  • Participates in Service/Quality Initiative; continually improves processes; quantitatively monitors processes.  Completes required quality core classes and uses skills and techniques presented.  Uses the Basic Principles in work environment.  Adheres to company/customer safety procedures.
  • Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles.  Good problem-solving skills and organizational skills; and an understanding of process.
  • Good understanding of PC software, operating systems and applications, with moderate level software troubleshooting skills gained through experience and/or training.  Basic-to-intermediate knowledge of software and systems functions.  Good basic understanding of PC hardware and peripherals along with basic troubleshooting skills.  Understanding and a desire for customer satisfaction.
  • Must be a team player, organized, self-motivated and able to prioritize.  Must have outstanding people and communication skills to interact with other team members, customers, and management.
  • Ability to be flexible, to easily adapt, and to deal well with change; ability to prioritize and meet customer deadlines for defined service level requirements of the PC Help Desk; ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of ; ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; ability to deal with problems involving several concrete variables in standardized situations.


MINIMUM REQUIREMENTS FOR ELIGIBIILTY - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Associate's degree or equivalent from two-year college or technical school and one year related experience; or equivalent combination of education and experience.
  • Previous experience providing customer services (not necessarily support) over the telephone.  MOUS (Microsoft’s Office User Specialist) for Word, Excel, Power Point, and Access) preferred.  Must be able to legally operate a motor vehicle.


PHYSICAL DEMANDS / WORK ENVIRONMENT - The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.