Jobs via Dice
Tier I IT Helpdesk
Duration: 6 months | Location: Louisville, Kentucky (Remote) with 3 weeks onsite training | Pay: $16.00 – $20.00/hr
Purpose of the Position 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 to 4000+ stores.
Position Functions
Handle inbound events – 90%: Answer Level 1 inbound calls/chats and log interactions within the incident management system. Diagnose/troubleshoot to resolve known conditions. Escalate tickets when unresolved.
Manage non-phone/chat duties – 10%: Assist with alerts and self-service incidents, follow up on unresolved incidents.
Autonomy & Supervision
Receives general instructions on routine work and detailed guidance from senior members and Service Desk Leadership.
Work reviewed in detail at frequent intervals for accuracy.
Knowledge and Skills Required
Some college preferred or equivalent experience.
Preferred certifications: A+, CCNA, or Net+.
Experience
Preferred customer service experience (1‑2 years).
Skills and Other Requirements
Flexible work schedule.
Beginner organization, oral and written communication, problem solving, and computer concept skills.
Type 30 words per minute.
Training and Remote Work Training period is 3‑4 weeks onsite at Louisville, KY Office. Remote work begins post training.
Equal Opportunity Employer Apex Systems is an equal opportunity employer and does not discriminate on the basis of protected characteristics. Crest considers qualified applicants with criminal histories consistent with applicable law.
Apex Benefits Overview Apex offers medical, dental, vision, life, disability, and other insurance plans, an employee stock purchase program, a 401(k) program with company match after 12 months, and a Health Savings Account. Additional benefits include an Employee Assistance Program, corporate discount savings, and professional development resources.
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Purpose of the Position 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 to 4000+ stores.
Position Functions
Handle inbound events – 90%: Answer Level 1 inbound calls/chats and log interactions within the incident management system. Diagnose/troubleshoot to resolve known conditions. Escalate tickets when unresolved.
Manage non-phone/chat duties – 10%: Assist with alerts and self-service incidents, follow up on unresolved incidents.
Autonomy & Supervision
Receives general instructions on routine work and detailed guidance from senior members and Service Desk Leadership.
Work reviewed in detail at frequent intervals for accuracy.
Knowledge and Skills Required
Some college preferred or equivalent experience.
Preferred certifications: A+, CCNA, or Net+.
Experience
Preferred customer service experience (1‑2 years).
Skills and Other Requirements
Flexible work schedule.
Beginner organization, oral and written communication, problem solving, and computer concept skills.
Type 30 words per minute.
Training and Remote Work Training period is 3‑4 weeks onsite at Louisville, KY Office. Remote work begins post training.
Equal Opportunity Employer Apex Systems is an equal opportunity employer and does not discriminate on the basis of protected characteristics. Crest considers qualified applicants with criminal histories consistent with applicable law.
Apex Benefits Overview Apex offers medical, dental, vision, life, disability, and other insurance plans, an employee stock purchase program, a 401(k) program with company match after 12 months, and a Health Savings Account. Additional benefits include an Employee Assistance Program, corporate discount savings, and professional development resources.
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