Help Desk Agent

Company: Apex Systems
Location: Schaumburg
Posted on: June 12, 2021

Job Description:

Role: Help Desk Support

Location: Schaumburg, IL

Duration: 6 month contract to hire

Shifts: Saturday - Wednesday 5:30 AM - 2 PM CST

Overview

Provides 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.

Responsibilities

• 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.

Requirements

• 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.

EEO Employer

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. 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.

Keywords: Apex Systems, Schaumburg , Help Desk Agent, Other , Schaumburg, Illinois