Help Desk / Tier 1 Support Specialist jobs in United States
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Apt ยท 3 months ago

Help Desk / Tier 1 Support Specialist

positionBirmingham, Alabama
timeFull-time
remoteOnsite
seniorityNew Grad, Entry Level

Apt is seeking a Help Desk Support Analyst who is passionate about providing excellent customer service and solving technical challenges. This role will be the first point of contact for end users, assisting them in resolving issues quickly while ensuring a positive experience.

Staffing & Recruiting

Responsibilities

Serve as the first line of support for incoming help desk requests via phone, email, or ticketing system
Provide friendly, patient, and professional customer service - even when users are frustrated
Troubleshoot and resolve issues related to desktops, laptops, peripherals, software applications, and basic systems
Handle common technical support requests such as password resets, account access issues, and application support
Escalate complex problems to higher-level support when needed while maintaining ownership until resolution
Document issues, solutions, and steps in the ticketing system to ensure accuracy and knowledge sharing
Educate users on best practices and common solutions to reduce recurring issues

Qualification

Help desk support experienceCustomer service mindsetProblem-solving skillsWindows/Mac OS experienceBasic networking knowledgeCommunication skills

Required

Previous experience in a help desk or technical support role (including tasks like password resets, account troubleshooting, and desktop support)
Strong customer service mindset - friendly, approachable, and able to keep a cool head under pressure
Excellent problem-solving skills with the ability to think critically and troubleshoot efficiently
Strong communication skills - both verbal and written

Preferred

Hands-on experience with Windows/Mac OS, Microsoft Office, printers, and general desktop support
Basic knowledge of networking concepts (Wi-Fi, VPN, IP addresses)

Company

Apt

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Apt is a women-owned IT staffing and solutions firm that helps teams move faster with the right talent and delivery support.
dateFounded in 2019
location
Birmingham, Alabama, US
people-size11-50 employees
web-link
http://aptcompanies.io

Funding

Current Stage
Early Stage

Leadership Team

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Winnie Njaaga Smith
Chief Executive Officer
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Ben Haynes
Founder, VP of Client Services
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Company data provided by crunchbase