Helpdesk Support - L1

Help Desk Technician

This position is a Help Desk Technician role responsible for providing End User support through phone and web portal requests.

• Troubleshoots Point of Sale systems solutions at a Level 1 technical support level, including hardware and software
• Works closely with users from various departments to support the organization
• Actively communicates with OnePOS Team, Global Help Desk team members, and various leadership teams to escalate issues out of scope
• Captures efficient ticket details to diagnose or resolve issues in a timely manner and within SLA
• Supports leadership in monitoring the queue, ensuring consistent call queue availability, and actioning escalations as required by leadership
• Identifies call trends and types to identify potential training needs

Requirements:

• 1-3 years of technical support experience in an enterprise Point of Sale technology environment
• 1-3 years of experience supporting Windows 7, configuration and troubleshooting
• 1-3 years of experience supporting workstation and desktop systems
• Strong analytic capability and organizational skills
• Clear communication and willingness to relate to others, to listen and hear concerns in a patient and supportive manner
• Ability to speak to customer's level of expertise
• Effective verbal and written communication skills
• Expert problem-solver, able to accurately diagnose issues and repair systems
• Independent work ethic to implement solutions without constant supervision
• Ability and desire to explore and learn new technologies to support our mission and enhance our business
• Team player attitude, patience, understanding, and flexibility
• College degree in a technical field preferred, experience may substitute for education
• Flexible work availability, including nights and weekends as required

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.