Support Desk Specialist

Support Desk Specialist

This position involves providing essential IT support to internal employees. The role focuses on handling Tier 1 issues such as password resets, account lockouts, and VPN access through phone calls and a ticketing system. This is a fully onsite, 5-month contract position with no current plans for conversion or extension.

Key Responsibilities

• Provide effective IT phone support, including identity verification and user account modifications like password changes and unlocks.
• Assist users with Multi-Factor Authentication (MFA) credential registration and modifications.
• Deliver Level 1 help desk support for Outlook, web browsers, and remote connectivity.
• Manage inbound support requests for password resets, account lockouts, VPN access, and other tier 1 issues.
• Document all support activities accurately within the designated ticketing system.
• Maintain professional and effective interpersonal communication.

Required Qualifications

Experience:

• Basic troubleshooting knowledge, particularly with M365 and VPN connectivity.
• Experience with remote desktop or VDI tools.
• Demonstrated customer service skills.

Skills:

• Professional communication skills and an understanding of technical writing. Advanced technical knowledge is not required, as training will be provided.
• Ability to search and apply Level 1 Help Desk documentation to resolve issues.
• Accurate grammar, spelling, and punctuation in all written communications.

Preferred Qualifications

• Experience with Global Protect and VIP Access clients.
• Previous experience in a similar corporate environment.

Work Environment

This role requires working an 8-hour shift between the hours of 7:00 AM and 6:00 PM with a one-hour lunch break. Candidates must be punctual and maintain a high attendance percentage. The position requires the ability to remain composed under pressure and function as a team player in a business casual environment.

Compensation & Benefits

The pay rate for this position is $15.00 - $16.00 per hour.

Everforth 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.