IT Help Desk

IT Help Desk role at Apex Systems

Job#: 3017717

Job Title:

IT Help Desk

Location:

Louisville, Kentucky. 3 weeks of training, post-training fully remote.

Duration: 6 months.

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.

• Handling Inbound Events - 90%
• Handles Level 1 inbound calls/chats and accurately logs 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 basic understanding of supported hardware and software, and corresponding operational procedures.
• Manage Non-Phone/Chat Duties - 10%
• Assist with alerts and self‑service incidents.
• Follow up on unresolved incidents.

• 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 Service Now.
• 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).

• Linux experience.
• POS experience.
• Preferred customer service experience (1‑2 years).
• Some college preferred or equivalent experience.
• Preferred A+, CCNA, or Net+ certifications.

• Medical, dental, vision, life, disability, and other insurance plans.
• Employee Stock Purchase Program (ESPP) and 401(k) program with company match after 12 months.
• Health Savings Account (HSA) on HDHP plan.
• Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, certification prep, and library of technical and leadership courses/books/seminars after 6+ months.

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.

Entry level

Full‑time

Information Technology

IT Services and IT Consulting

Referrals increase your chances of interviewing at Apex Systems by 2x.

City:
Louisville, KY. Salary: $35,000.00‑$40,000.00.