IT Systems Support

IT Systems Support

Location: Charlotte, North Carolina (On-site)

Role Overview

This organization is seeking a dedicated professional to provide comprehensive support to end users, focusing on the timely identification and resolution of technical issues. The successful candidate will deliver best-in-class support, maintaining system functionality and contributing to a positive user experience. This position requires hands-on troubleshooting and effective communication to bridge the gap between end users and the broader technical team.

Key Responsibilities

• Respond promptly to requests for technical assistance in person, via phone, or through electronic communication channels.

• Diagnose and resolve hardware and software issues efficiently.

• Research complex questions utilizing internal and external resources to provide accurate solutions.

• Advise end users on appropriate preventive actions and system operations.

• Adhere strictly to established help desk procedures, documenting all solutions in the ticketing system or internal knowledge base.

• Route unresolved issues to appropriate resources and engage specialized teams as required.

• Identify and escalate mission-critical situations that demand immediate attention.

• Maintain current knowledge of system changes, updates, and technological advancements.

• Serve as a dependable liaison between end users and the information technology team.

• Required Qualifications

• Education: Completion of a bachelor's degree in information technology, computer science, or a closely related field is required.

• Experience: A minimum of five years of professional experience in technical support, including a working knowledge of fundamental software and hardware operations, is required.

• Technical

Skills

• Proficient experience with Microsoft Word, Outlook, and a variety of standard computer systems is required.

• Work Environment

• The duties of this position are performed within a standard office environment. Daily tasks require remaining stationary for extended periods, communicating clearly with others, and accurately recording data.

Benefits

• Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

• Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Benefits

• Department at accommodations? Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

• UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.