Network/Operations - Help Desk Support - Sr

Job#: 3054176
Job Description:
Help Desk Support - Sr
Location: Remote
Role Overview
This position provides customer-first support for a growing business group. The role focuses on laptop support, with an even mix of Windows PCs, Macs, and mobile devices. Excellent customer service and engagement are primary responsibilities.
Key Responsibilities

• Provide support for team members across multiple divisions.
• Focus on laptop support for Windows PCs, Macs, and mobile devices.
• Maintain excellent written and verbal communication skills.
• Engage in cross-training efforts with peers.
• Contribute to site-level operational readiness and process improvements.
• Communicate and manage expectations with leadership.
• Identify skill gaps and pursue professional development.
• Collaborate with site leads and act as a backup when delegated.
• Assist the Service Desk by actively taking and resolving intake calls.
• Conduct technical educational sessions for small groups.
• Identify process gaps and recommend improvements.

Required Qualifications
Education: A High School Diploma, GED, or equivalent certification is required.
Experience: At least 3 years of experience in remote administration and end-user support is required. At least 3 years of experience with Windows 10 or newer operating systems is necessary. At least 3 years of experience with ticketing and IT service management (ITSM) tools is needed. At least 1 year of experience with Google suite applications and at least 1 year of experience with macOS are required.
Technical Skills: Experience with ticketing tools such as Zendesk, HPSM, or ServiceNow is required.
Preferred Qualifications

• Bachelor's Degree in Business, Information Systems, Computer Science, or military experience.
• 1+ years of experience with Active Directory services integration.
• 1+ years of experience with defining and implementing process management functions.
• Apple certification(s).
• 1+ years of experience with virtualization technologies, including VMWare tools.
• ITIL Foundation, Lean Six Sigma, or PDCA Methodology.
• Familiarity with process tools.
• 1+ years of experience with platform management and integration, including JAMF Casper Suite or SCCM.
• 1+ years of experience with productivity tools on Mac, including MS Office, Lync, or Skype.
• 1+ years of experience supporting 100+ end users with Mac devices.
• 1+ years of experience with image deployment, software and system testing, and encryption and security tools on Windows and macOS.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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