Job#: 3033363 Job Description: Helpdesk Support (Level 1) - Windows 11 Refresh ProjectLocation: Remote (Must be able to work EST hours)
Duration: 1+ Year Contract
Pay Rate: $21/hr
Position OverviewWe are seeking friendly, detail-oriented
Level 1 Helpdesk Support Associates to assist with a large-scale
Windows 11 laptop refresh initiative. This role is critical in ensuring a seamless transition for end users moving from Windows 10 to Windows 11.
The ideal candidate will provide excellent customer service while guiding users through the upgrade process, troubleshooting basic issues, and maintaining accurate documentation.
Key Responsibilities- Proactively contact end users to coordinate their laptop refresh and provide clear upgrade instructions
- Deliver support via phone, email, or ticketing systems with professionalism and empathy
- Assist with basic troubleshooting for Windows 10, Windows 11, and OneDrive (file backup and migration)
- Accurately document all user interactions and updates in tracking systems
- Follow established scripts and processes while adapting to individual user needs
- Escalate more complex technical issues to Tier 2 support as needed
- Collaborate with team members and leadership to meet daily/weekly deployment goals
- Ensure a positive user experience through strong communication and follow-through
Required Qualifications- 1+ year of experience in helpdesk, IT support, or customer service environments
- Strong communication and interpersonal skills
- Basic knowledge of:
- Windows 10
- Windows 11
- OneDrive
- Ability to follow structured processes and scripts while remaining flexible
- Comfortable working in a fast-paced, high-volume environment
- Reliable, punctual, and team-oriented
Preferred Qualifications- Experience supporting IT refresh, migration, or deployment projects
- Familiarity with ticketing systems such as ServiceNow or Zendesk
Why Join This Opportunity?- Fully remote role (EST schedule)
- Long-term contract stability (1+ year)
- Opportunity to support a large-scale enterprise IT initiative
- Gain hands-on experience with Windows 11 deployments
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 ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.
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