The Opportunity
Are you a customer-focused, technically-minded individual looking to provide vital IT support in a high-volume, 24/7 service desk environment? We are seeking a dedicated Tier 1 Helpdesk Analyst to join a team that supports up to 50,000 state employees. This role is central to improving the efficiency of state operations by focusing on first-call resolution and delivering world-class customer service.

If you have experience in a call center handling IT support and thrive in a metric-driven (KPI) environment—think previous roles at companies like Verizon, Spectrum, or Apple—we want to hear from you!

What You'll Be Doing
•As a Tier 1 Helpdesk Analyst, you will be the first point of contact for state employees, managing technical incidents and service requests:
•Incident Management (Tier 1): Resolve service interruptions by troubleshooting basic hardware, software, application, and network connectivity issues.
•Core Resolution: Handle approximately 50% of calls dedicated to password resets and user ID inquiries for the entire state employee base.
•Customer Service: Provide world-class customer service and communicate effectively across various channels (telephone, email, chat).
•Request Fulfillment: Fulfill customer needs quickly and efficiently, aiming for one-call resolution and reducing escalations to Tier 2.
•Documentation: Maintain accurate, pertinent, and relevant information for every interaction using the appropriate ticketing tools.
•Knowledge Management: Maintain and update technical and operational knowledge of enterprise services and procedural documentation.

Schedule & Availability
•This position requires a commitment to a rotating schedule to ensure 24/7 coverage:
Standard Shifts (M-F): 8:00 AM – 5:00 PM
•Weekend Rotation: Must work one Saturday and one Sunday per month, rotating between shifts (e.g., 8:30 AM – 4:00 PM or 3:30 PM – 11:30 PM).
•Holiday Coverage: Will rotate coverage for 13 holidays per year (26 shifts).

Required Skills & Qualifications
•Proven experience working in a call center or service desk environment handling IT support.
•Familiarity with a ticketing system and experience working toward defined Key Performance Indicators (KPIs).
•Excellent communication and customer service skills (Technical CSR experience is a plus!).
•Ability to diagnose and troubleshoot basic technical issues (hardware, software, network connectivity).

Bonus Points (Highly Desired, But Not Required)
•A degree in Computer Science or a related technical field.
•Possession of an CompTIA A+ Certification or other relevant IT certifications.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

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.