A global IT solutions company based in Downtown Manhattan is seeking experienced Call Center Help Desk professionals to support a large-scale public sector project. Ideal candidates will have prior experience providing technical troubleshooting and end-user support over the phone in a fast-paced environment. Multiple shifts are available, and interviews are being scheduled immediately for qualified candidates.


RESPONSIBILITIES include but not limited to:
Serve as the first point of contact for incoming calls, chats, and ServiceNow tickets
Troubleshoot and resolve technical issues with a strong focus on first-call resolution
Document, track, and manage tickets accurately while meeting SLA and performance targets
Support users with password resets, MFA, login access, networking, and general IT troubleshooting
Escalate complex or high-priority issues to appropriate support teams and maintain ownership through resolution
Provide clear support to technical and non-technical users while promoting self-service tools and best practices
Identify recurring issues, follow escalation procedures, and adhere to security and data privacy standards
Participate in team meetings, training, cross-training, and handle high call volumes as needed


QUALIFICATIONS:
Must have 2-3 years of handling technical troubleshooting like password resets, rebooting, or similar assistance over the phone
CompTIA A+ highly preferred
Must be able to work onsite
Flexibility to work various shifts
Strong communication skills written and verbal
Minimum HS diploma or GED

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.