Helpdesk Support - L1

Job#: 3024222

Job Description:
Help Desk Representative (Onsite)

Location: Austin, TX (Downtown - 78703)

Schedule: Monday-Friday | 40 hours/week | Onsite

Duration: 6-month contract with potential for extension or conversion

Employment Type: W2 employment through Apex Systems (no C2C)
About the Role

We are seeking a customer-focused Help Desk Representative to provide first level technical support in an enterprise environment. This role is ideal for someone who enjoys troubleshooting, working directly with end users, and continuously expanding their technical skill set. You'll support both Windows and Mac environments while working closely with internal teams to resolve hardware, software, and connectivity issues.
What You'll Do

• Provide technical support to team members via phone, email, and in-person appointments
• Install, configure, maintain, and repair PCs, laptops, and related hardware
• Troubleshoot and resolve hardware, software, network, and peripheral issues
• Support Windows and macOS environments in an enterprise setting
• Identify and escalate network-related issues affecting desktop and laptop systems
• Monitor and manage support requests through the incident management system, ensuring timely acknowledgment and resolution
• Perform installs, upgrades, and routine maintenance with minimal supervision
• Assist with first- and second-level support, including:
  • Workstation hardware and software installations
  • Connectivity and performance troubleshooting
  • Security software installations, updates, and remediation of infected systems
• Follow established procedures, documentation, and SLA requirements
• Create, maintain, and reference technical knowledge articles
• Collaborate effectively with internal teams and build strong working relationships

Required Experience & Skills (1-2 Years)

• Hands-on experience supporting Microsoft Active Directory (AD)
• Strong knowledge of personal computer hardware and routine software installation
• Solid foundation in macOS, including:
  • File structure and system terminology
  • Troubleshooting techniques
  • Basic Terminal usage
• High-level troubleshooting skills for Windows, Mac, and enterprise IT hardware/peripherals
• Familiarity with Office 365 and collaboration tools
• Basic knowledge of Amazon Web Services (AWS)
• Excellent customer service skills, both in-person and remote
• Strong verbal and written communication skills with active listening ability
• Ability to follow standard operating procedures and written instructions
• Proven ability to multitask and adapt in a fast-paced environment
• Proactive mindset with a desire to learn, improve, and take on challenges
• Strong team orientation with the ability to build and maintain professional relationships

Why You'll Succeed in This Role

• You enjoy solving problems and helping others
• You're comfortable working independently while knowing when to escalate
• You're eager to grow technically and professionally
• You take ownership of issues and see them through to resolution

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.