Helpdesk Analyst in Lincoln, RI at APEX Systems

Date Posted: 6/1/2018

Job Snapshot

Job Description

Job #:  853755

Apex Systems combines with parent company On Assignment to make it the 2nd largest IT staffing agency in the country.

Apex has an opportunity for a Help Desk Analyst role in the Lincoln, RI area. This is a 6 Month Contract to Hire position and the pay rate is flexible depending on experience.

For applicants who are interested in this Help Desk Analyst opportunity; please send a Word resume to Katie Nasuti, Technical Recruiter at knasuti@apexsystemsinc.com 

Here are the details:

Position: Help Desk Analyst

Location: Lincoln, RI

Duration: 6 Months Contract to Hire

Summary:  Seeking an individual who has 2+ years of customer service experience working on a Tier 1 help desk/service desk team.  Must have strong customer service, phone etiquette, troubleshooting, writing skills and a basic understanding of hardware and software applications.


Day to Day Responsibilities: 

Position primarily entails answering incoming calls, emails and service requests.  Supports internal customers by effectively listening and troubleshooting problems and/or requests.  Documenting incidents, prioritizing, resolving/assigning at a first tier support level. 

Requirements:

Must Have:

  • 2-3 years’ experience tier 1/helpdesk
  • Ticketing experience / light troubleshooting (remedy preferred) 
  • Soft skills very important and good communicator over phone

Nice to Have:

  • HDI cert
  • ITL cert/experience
  • Experience with Remedy

 

The desired candidate should have experience/practical knowledge of the following:

  • ITIL experience and/or exposure is a plus
  • Understanding of Incident Management
  • Understanding of Problem Management
  • HDI and/or ITIL Foundations Certified is a plus
  • Experience with writing Help Desk policies and procedures is a plus
  • Excellent written and verbal communication, interpersonal, and analytical skills.
  • Ability to learn new computer applications prior to production deployment.
  • Experience mentoring and leading teams.
  • Win 10 experience
  • Will be required to work with deadlines due to high call volume and implementation of new applications or hardware.
  • Must be knowledgeable working with ticketing systems (Remedy is a plus),
  • Help Desk best practices
  • Experience working in a Tier 1 Help Desk/Service Desk environment.
  • Will be required to answer phones but responsibilities will also include but could be limited depending on the needs:
  • Queue management
  • Analyzing incidents/problems
  • Identifying trends as incidents are reported

Work Hours

  • Mostly core business hours. (This could change if considered full time.)
  • Ability to work until 6:00 or 8:00 coverage when needed.
  • Ability to provide last minute backup until 6:00 or 8:00 on a rotating basis.
  • Ability to provide off-hours on-call coverage on a rotating basis.

 

 

EEO Employer
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 employeeservices@apexsystemsinc.com or 844-463-6178.

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 employeeservices@apexsystemsinc.com or 844-463-6178.