Support Desk Specialist III

Support Desk Specialist - Tier 1 This position provides first-level IT support for all end-users. The role focuses on delivering timely and professional technical assistance via phone, chat, and ticketing systems. The specialist will troubleshoot and resolve common hardware, software, and voice/data communication system issues in a structured service desk environment. Key Responsibilities Provide first-level technical support to internal employees via telephone, chat, and service tickets. Troubleshoot and resolve Tier 1 issues including password resets, account lockouts, two-factor authentication, and VPN connectivity. Provide basic support for Microsoft 365 applications. Document incidents and resolutions accurately in the ticketing system using professional language. Follow established procedures to escalate issues outside of Tier 1 scope. Track and follow up on open tickets to ensure timely resolution. Adhere to all on-site schedules, operational processes, and security requirements. Required Qualifications Experience: 1+ years of experience in a help desk, service desk, or IT support role is required. Technical Skills: Candidates must have experience using ticketing systems and writing technical support documentation. Proficiency with popular operating systems (Windows and/or macOS), Microsoft 365 applications, desktop and laptop hardware, printers, and basic networking concepts is necessary. Familiarity with VPN concepts and remote desktop tools is also required. Preferred Qualifications Familiarity with GlobalProtect VPN. Experience with VIP Access or similar two-factor authentication tools. Prior experience supporting internal employees in a corporate environment. Work Environment This role is in a fully on-site support desk environment. The specialist will be part of a collaborative team and should expect a high volume of calls and tickets. An emphasis is placed on customer service, responsiveness, and accuracy. No remote work is available for this position. 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. Apex Systems