Job Title: Help Desk Analyst Location: Charlestown, MA Duration: 3+ Month Contract Position Description: Our ideal candidate will have excellent customer service and communication skills, both written and verbal. Youll need to have some prior technical training and/or IT support experience. The ability to multi-task is paramount; youll be the first to answer any incoming customer calls. You should be able to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player. Responsibilities: Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand. Create incidents for incoming customer issues in ServiceNow. Assist customers with pre-documented entry-level tasks, such as password resets, lockouts, and other quick fixes. Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes. Required Skills: Associate degree or equivalent entry-level IT experience preferred. Experience with Office 365. Experience doing password resets via Active Directory. Experience using the ticketing system ServiceNow. Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization. Excellent listening, verbal, and written communication skills. Ability to work independently to prioritize your efforts and manage your time effectively. Exceptional customer service and de-escalation skills. Work experience in a customer service or call center role is a plus. Apex Systems
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