Support Desk Specialist

Job#: 3025923

Job Description:

Support Desk Specialist

Apex Systems is seeking multiple Support Desk Specialists to join a telecom and communications client located in Charlotte, NC. We are looking to engage qualified candidates as soon as possible.

Position Details

Compensation: $16/hour

(Overtime paid at time and a half when applicable)

Location: Charlotte, NC 28217

Work Arrangement: Fully onsite for the duration of the contract

Benefits: Access to health, dental, vision, and 401(k)

How to Apply

For quick consideration, please send your resume to Sam Wade, Sr. Professional Recruiter at



with the subject line: "Support Desk Specialist"

Job Overview

This team provides inbound IT support to internal employees. The role primarily focuses on Tier 1 Help Desk support, with most interactions occurring via phone calls rather than a ticketing system.

Key Responsibilities

• Provide IT phone support, including:
  • Identity verification
  • Network user account modifications (password resets, account unlocks)
  • MFA credential registration and updates
  • Level 1 support for Outlook, browsers, remote connectivity, and related tools
• Assist with:
  • VPN access
  • VIP registration
  • Other Tier 1 technical issues
• Accurately document all support activities in the ticketing system
• Handle an average call volume of approximately 35 calls per day

Expectations

• Professional and effective interpersonal communication skills
• Ability to remain calm and composed under pressure
• Business casual dress code
• Ability to search, read, and apply Level 1 Help Desk documentation during live calls
• Strong written communication skills, including accurate grammar, spelling, and punctuation
• Punctuality and high attendance
• Ability to function effectively as a team player

Requirements:

• Top Must-Haves:
• Basic troubleshooting knowledge
• M365 and VPN connectivity
• Remote desktop/VDI tool experience
• Excellent communication skills and understanding of writing technically

Role Summary:

This team handles inbound support calls from internal employees. Majority of the workload is helping with password resets, account locks outs, VPN access, VIP registration, and other tier 1 issues. Most customers reach out through phone calls

Main Responsibilities

Effectively provide IT Phone support to include:

• Identity verification
• Various network user account modification tasks such as password changes, unlocks
• User MFA credential registration and modification tasks
• Level 1 Help Desk support for Outlook, browser, remote connectivity, etc.
• Document all support activities in ticketing system
• Expected call volume average of 35 per day

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a retirement plan (401k or local country equivalent) program. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.

EEO Employer

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. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.