Support Desk Specialist

Support Desk Specialist

We are seeking multiple Support Desk Specialists to join a client in the telecom and communications sector located in Charlotte, NC. This position is for a 5-month contract. This team provides inbound IT support to internal employees, with the role primarily focusing on Tier 1 Help Desk issues. Most interactions occur via phone calls rather than through a ticketing system.

Key Responsibilities

• Handle inbound support calls from internal employees for Tier 1 issues.
• Provide IT phone support, including identity verification and network user account modifications like password resets and account unlocks.
• Assist with MFA credential registration and updates.
• Offer Level 1 support for Outlook, browsers, remote connectivity, and related tools.
• Support users with VPN access and VIP registration.
• Accurately document all support activities within the ticketing system.
• Manage an expected call volume averaging 35 calls per day.

Required Qualifications

• Basic troubleshooting knowledge, particularly with M365 and VPN connectivity.
• Experience with remote desktop or VDI tools.
• Strong customer service skills.
• Excellent communication skills, with an understanding of technical writing.

Preferred Qualifications

• Experience with Global Protect & VIP Access.
• Previous experience in a similar support role.

Compensation & Benefits

The pay rate for this position is between $15.00 and $16.00 per hour. Eligible employees have access to a benefits package which includes medical, dental, vision, and 401(k) plans.

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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.