Apex Systems is seeking a mid-level Support Desk Analyst for a financial services client in Charlotte, NC. This position requires a hybrid schedule (3 days per week onsite, 2 days remote) in Uptown Charlotte.

Pay Range: $22-28/hr.

6 mo. Contract position (extension based upon performance and project needs)

Hybrid Schedule (3 days onsite/2 days remote) in Uptown Charlotte

Job Summary

Apex Systems has an opening for a highly motivated individual with a strong desktop or field support background in a fast paced and dynamic environment. The ideal candidate will be energetic, hardworking and able to manage multiple assignments concurrently. This position requires an established background in desktop support and familiarity with networking, communications and video conferencing concepts. The candidate should have a documented record of accomplishment and success in supporting a multi-hierarchy group of business partners.

Qualifications

• A 2-year Associates degree is preferred.
• 4 years’ experience in the IT field in a desktop or field office support role.
• Strong oral and written communication skills.
• Polished interpersonal skills.
• Extensive trouble shooting skills.
• Ability to work and thrive within a team concept.
• Evening and weekend work may be required.
• Fluidity with MS Office products including Visio.
• Industry certifications a plus but not required.
• Strong background in ITIL foundational concepts
• Strong verbal and written communication skills with the ability to explain complex technical issues to non-technical users in a clear and concise manner
• A high degree of initiative, mature judgment, and discretion
• Proficient technical knowledge of endpoints, A/V room technology, client applications, remote support tools, diagnostic tools, and other related technologies
• Previous experience with ServiceNow preferred
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• Must perform well in high-energy, dynamic, and team-oriented environments
• Detail-oriented, flexible, and able to multi-task while prioritizing workload

Primary Responsibilities

• Provide technical support to associates located in offices around the globe. This includes, but is not limited to, desktop, printing, voice, network, video conferencing and mobile devices.
• Establish a strong working relationship with the other IT teams as well as the Global Investment Services Division, Finance, Global Business Development Group, Legal and Compliance, Human Resources, and Office Services.
• Ensure an outstanding level of service is maintained and take necessary actions to restore service to normal operation when there is a negative impact on regional business operations.
• Deliver top-notch service by answering inbound phone calls and triaging inbound requests quickly, ensuring our procedures and level of service are delivered consistently, and attempting to resolve issues at 1st contact by established SLAs while Documenting work performed (and steps to resolve issues permanently) within the ticketing system for audit, Comply with standard processes, procedures documentation, and knowledgebase purposes.
• Ensure appropriate escalation procedures are executed when a service is impacted or when a business partner has communicated an urgent IT support request that needs to be addressed by a peer team or IT management.
• Ensure the use of ServiceNow for incident management and request fulfillment meets the quality expected by management, allowing for insightful analytics.
• Partner with the global team to maintain appropriate knowledge management standards to support global service delivery efforts.
• Participate in Local and Global initiatives, supporting the needs of the local business partners and the objectives & outcomes of the enterprise.
• Communicate effectively with business partners throughout the life of their reported issues or requests.
• Troubleshoot fundamental end-user issues on various platforms, including software, hardware, network, and telecommunications systems, and provide essential desktop support.
• Track and follow up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Participate in after-hours support 24x7x365 and on-call rotations as needed and able to coordinate with geographically dispersed teams to achieve results.
• Seek to consistently develop self and skills needed to prepare for future opportunities.