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Help Desk

Leisnoi is an Alaska Native Village Corporation operating several subsidiaries working both in and out of the SBA 8(a) program providing environmental, construction, and other services to the Federal government as well as commercially. Leisnoi is currently experiencing a large amount of growth and this position comes with exceptional growth opportunity.

Position Overview:

Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
• The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
• Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
• Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.

The contractor shall:

• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems
• Accept and process virtual call inquires for hardware and software,
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to the Standard Operating Procedures (SOP).

Requirements

Education:

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.
• Candidates supporting this function shall have a minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.

Office Location and Travel : Durham, NC or Baltimore, MD

Working Environment & Conditions

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.

The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Leisnoi is an Equal Opportunity Employer

Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V

We are seeking a customer-focused Help Desk Technician to provide technical support to end-users. The ideal candidate will troubleshoot hardware, software, and network issues while delivering excellent customer service. This role requires strong problem-solving skills, attention to detail, and the ability to communicate technical solutions effectively.

Key Responsibilities:

• Respond to technical support requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and update software and operating systems.
• Assist users with account setup, password resets, and access management.
• Document troubleshooting steps and solutions in the knowledge base.
• Escalate complex issues to higher-level support teams as needed.
• Provide basic training and guidance to end-users.
• Ensure compliance with IT policies and security protocols.

• Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• Previous experience in a help desk or IT support role preferred.
• Proficiency in Windows, macOS, and common software applications.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).
• Strong customer service and communication skills.
• Ability to multitask and prioritize tasks effectively.
• Experience with a ticketing system (e.g., ServiceNow, Zendesk) is a plus.
• Certifications such as CompTIA A , ITIL, or Microsoft certifications are a plus.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and applications.
• Assist with setting up and managing user accounts and permissions.
• Provide support for operating systems, productivity software, and other business applications.
• Document issues, solutions, and work performed in ticketing systems.
• Educate users on best practices and provide guidance on IT-related matters.
• Collaborate with other IT team members to resolve complex issues and implement new technologies.
• Stay updated with the latest industry trends and technologies.

• Proven experience as an IT Help Desk Technician or in a similar role preferred but not critical.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network and system administration principles.
• Experience with troubleshooting common IT issues (hardware, software, and network).
• Proficiency in using ticketing systems and remote desktop tools.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team.
• Customer-focused attitude and strong interpersonal skills.

• Full-time position with standard office hours. Hybrid work available after initial training period in office.
• Occasional after-hours or weekend work may be required for maintenance or urgent support issues.
• Ability to lift and move computer equipment as needed.

• Extraordinary attention to detail
• Ability to work and to deliver content under tight deadlines
• Ability to work independently

Our client is seeking a Help Desk Associate to join their team. As a Help Desk Associate you will be part of the IT Support Department, providing essential assistance to end users. The ideal candidate will have strong customer service skills, basic IT troubleshooting abilities, and effective communication skills, which will align successfully with the organization.

Job Title: Help Desk Associate
Location: Madison, WI
Hours: 3rd shift, Tuesday to Saturday, from 12:00 AM to 8:30 AM.
Pay Range: $18 - $20 /hr. on W2

What's the Job?

• Provide support to end users on a variety of technical issues.
• Identify, research, and resolve technical problems through various communication channels.
• Document, track, and monitor problems to ensure timely resolution.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Utilize established guidelines to perform job functions effectively.

• Minimum of 6 months experience in customer service.
• Basic IT troubleshooting experience for at least 6 months.
• Call center experience for a minimum of 6 months.
• Knowledge of commonly used concepts and procedures in IT support.
• Ability to work the 3rd shift, Tuesday to Saturday, from 12:00 AM to 8:30 AM.

Help desk is a first line of support for HRT's internal customers reporting technology and cyber security issues. Documents reported issues in work order tracking system, resolves or escalates reported trouble tickets to various internal teams. Performs a variety of administrative, clerical, and security compliance duties for the Department. Multitasks to accomplish day to day operational activities and other assignments. Maintains customer service focus.

Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• Interacts with agency staff and handles all support requests at the initiation phase for technology systems, computing devices, and cloud services by monitoring of the help desk phone line, email, and work order management system.
• Documents reported issues in a work order management system.
• Performs initial troubleshooting of the reported problem with the user, documents the outcome in the work order management system.
• Collects additional information and escalates to various internal teams for further assistance.
• Follows up with the customer on as needed basis to assure problem resolution.
• Following existing policies and procedures manages user accounts, including password reset assistance for administrative and frontline employees.
• Proactively manages helpdesk queue in the work order management system, takes part in the incident response activities.
• Assists with end user training on devices and software.
• Through daily interactions with end users works to raise the awareness of the company policies and cyber security best practices.
• Following established process documents procurement requests from initiation to completion.
• Contacts third-party vendors for warranty service repair on a subset of technology assets, escorts contractors while on site on as needed basis.
• Manages print supply services and toner replenishments.
• Produces a variety of typed statistical and narrative reports.
• Assists in maintenance of department files and performs data entry as required.
• Assists with hardware and software inventory and reporting.
• Manages records compliance with the Records Management Policy and Procedures.
• Perform other duties as assigned.

• Windows Desktop operating systems
• Desktop, laptops, phones, smart phones hardware support
• Printers/Copiers/Scanners and multi-function devices
• Active Directory user account management
• Audio/Visual equipment, including conferencing systems
• Remote access technologies and VPN familiarity
• Browsers and online applications
• Helpdesk management systems
• MS Office Suite and other common productivity tools.
• Cloud software platforms, including Office 365

Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.

Location: Clayton, NC

Duration: 6+ months contract

Pay Rate Range: $20-$23

Requirements:

• Minimum of 2 years of IT experience required, preferably in a customer facing role
• Hands on hardware troubleshooting experience, including laptops, desktops, barcode scanners, Audio & Video systems
• Experience with Office365 applications
• Experience with ticketing systems such as ServiceNow
• Experience with supporting iPads and iPhones
• Operational experience, hands on support for end user technical issues in an operating facility
• Ability to demonstrate and provide excellent & friendly customer service skills
• CompTIA A+ certification is preferred

Physical requirements:

• May move equipment &/or supplies weighing up to 33 pounds within the facility using various body positions.
• May be required to work outside of regular business to support manufacturing.
• May require the ability to work in loud noise environments with hearing protection

Essential functions:

• Imaging of new Laptops, Desktops & clients for Office and Manufacturing system usage
• Setup and support of cellular devices for end users
• Inventory control of patch cables, video cables, peripherals and other IT items
• Assist in ordering and receiving equipment, as required
• Comply with internal and external regulations and procedures
• Follow all safety and environmental requirements in the performance of duties
• Use remote management to assist end users who are working remote

Apex Benefits Overview:

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 retirement plan (401k or local country equivalent) program. 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, 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. 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 Apex team member can provide.

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. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

A client in the Franklin, TN area is looking for a Help Desk Support role to join their team. They need someone to sit on-site 3 days a week. This resource will be working calls 50/50 with the dealerships and internal. They are going to be on a first-call resolution basis. They will also be needing to help support tickets via email and chat. This is a 12-month contract looking to extend, ex. they have a contractor that has been with them for 4 years now.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to com.

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .

Active Directory Knowledge
1-2 years of experience in a help desk or technical support role.
Basic understanding of computer hardware, software, and networking concepts.
Experience with ServiceNow - 8-14 tickets a day
Strong communication skills and a customer-oriented attitude.
Office 365 shop