Tier 1 Help Desk

This organization is seeking a Service Desk Agent to provide front-line technical support. The selected professional will serve as a primary point of contact for information technology and customer support, dedicated to enhancing user productivity through effective and customer-focused service. The role requires handling technical support requests via telephone, chat, and email to assist with troubleshooting issues for internal users. The work schedule will consist of four ten-hour shifts scheduled between 7 AM and 7 PM, Monday through Friday., * Provide front-line technical support to local and remote users via telephone, chat, and email.

• Utilize technical skills, historical records, and knowledge base tools to analyze and diagnose customer issues.
• Support commercial and proprietary applications, operating systems, and internet browsers.
• Troubleshoot desktops, laptops, mobile devices, printers, scanners, and associated hardware.
• Assist with password resets, account unlocks, and the setup, installation, and configuration of hardware and software.
• Diagnose, isolate, and resolve wired and wireless network connectivity issues.
• Follow established procedures and utilize support tools to ensure issues are resolved properly.
• Utilize ITSM incident tracking systems to create, document, and resolve technical support tickets.
• Assist with creating and updating documentation and knowledge base articles.
• Determine appropriate escalation paths to specialist teams when necessary.

Education: A high school diploma or equivalent is required.

Experience: This position requires one to three years of experience in a fast-paced customer service or technical support environment. Proven hardware and software troubleshooting experience is necessary, along with the ability to think logically and act decisively in critical situations.

Technical Skills: Proficiency in supporting Microsoft 365 Suite, Office, and Windows 10 OS in an enterprise environment is required. Experience with account administration and password resets in Microsoft Active Directory or Microsoft Entra ID is necessary.

Additional Requirements: Candidates must hold U.S. citizenship. The position requires a dedicated remote workspace with consistent, safe work conditions and high-speed internet. Strong communication and problem-solving skills are essential for both independent and collaborative tasks.

Preferred Qualifications

• Experience with Microsoft Active Directory, Entra ID, DFS, and PowerShell.
• Familiarity with ITIL v3 or v4 Foundations.
• Experience with Microsoft Exchange Server-based email using Outlook and Office 365 administration.
• Technical certifications such as CompTIA A+, Network+, MCP, MCSE, or CCNA.
• Experience with mobile device support for Android and Apple platforms.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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