Contractor (Service Desk) - PART TIME WINCHESTER

Job#: 2051328Job Description:Job Title: Service Desk (Part Time)Location: Winchester, VAShift: Hybrid 10+ days a month * Mon-Fri 0900-1300 ESTJob Description: The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend our superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work in various systems/applications to help promote customer satisfaction.Job Responsibilities:Respond to inbound calls daily to provide technical support/troubleshootingProvide support via web queues, outbound interactions, and emailsLeverage resources to resolve technical issues timelyUse PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activitiesEscalate requests outside of your scope when necessaryAttend weekly staff/mentor meetingsRemain cognizant of adherence to help promote business unit successPerform other related duties as assigned or appropriateRequired Qualifications:Knowledge and understanding of the information technology fieldBasic skill troubleshooting and resolving technical problemsExposure to enterprise systems and IT terminologyExposure to solving routine or standard administrative, operational, or system problems and issuesEffective verbal and written communication skillsAbility to leverage finesse/soft skills when interacting with end usersBasic organizational, planning, and time management skillsAbility to handle multiple tasks simultaneously with a high degree of accuracyAbility to work independently and in a team environment3+ years of Tier 1 support and capabilities or similarDesired Qualifications:Desired - Call Center or front-line customer support experienceDesired - Knowledge of ITIL (Information Technology Infrastructure Library)Desired - Previous customer service in a fast-paced environmentDesired - Familiar with ticketing software (ServiceNow) would be a plusEEO EmployerApex 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. 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 [email protected] or 844-463-6178.Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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.PDN-9d50f9af-7ec5-429d-be63-bf48140f88b1

Created: 2025-03-01