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IT Help Desk

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Apex Systems

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Location:
United States , Louisville

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts). Responsible for resolving 70% of events on first contact while ensuring excellent customer service.

Job Responsibility:

  • Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)
  • Responsible for resolving 70% of events on first contact while ensuring excellent customer service
  • Handling Inbound Events- 90%: Handles Level 1 inbound calls/chats and accurately log interactions within the company’s incident management system
  • Conducts appropriate diagnosis/troubleshooting to resolve known conditions
  • Escalates problem tickets within department guidelines when unable to resolve
  • Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures
  • Manage Non-Phone/Chat Duites- 10%: Assist with Alerts and Self- Service Incidents
  • Follow up on unresolved incidents

Requirements:

  • HS Degree required
  • Ability to type 30 words per minute
  • Able to complete 35-45 calls/day
  • Experience with incident or case management tools such as ServiceNow
  • Flexible work schedule
  • Beginner organization skills
  • Beginner oral and written communication skills
  • Beginner problem solving ability
  • Beginner understanding of computer concepts (PC fundamentals, Operating systems)

Nice to have:

  • Linux experience
  • POS experience
  • Preferred customer service experience (1-2 years)
  • Some College preferred or equivalent experience
  • Preferred A+, CCNA, or Net + Certifications
What we offer:
  • medical
  • dental
  • vision
  • life
  • disability
  • other insurance plans
  • ESPP (employee stock purchase program)
  • 401K program with company match after 12 months
  • HSA (Health Savings Account on the HDHP plan)
  • SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
  • corporate discount savings program
  • other discounts
  • on-demand training program
  • access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months
  • certification discounts and other perks to associations (CompTIA, IIBA)
  • dedicated customer service team for Consultants
  • certified Career Coach

Additional Information:

Job Posted:
January 11, 2026

Work Type:
On-site work
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