Desktop Support Tier 1

Job#: 3027473

Job Description:
Service Desk Agent (Tier 1) - Remote | Contract-to-Hire

A leading technology services provider is seeking a Service Desk Agent (Tier 1) to support a large enterprise environment. This is a fully remote, customer-facing technical support role ideal for candidates who enjoy troubleshooting, problem-solving, and helping end users with day-to-day IT issues. The position offers long-term growth and the opportunity to convert to full-time employment.
Position Overview

The Service Desk Agent serves as the first point of contact for all IT incidents and service requests. This role supports thousands of end users across a diverse environment and requires strong communication skills, a customer-first mindset, and the ability to resolve issues efficiently or escalate appropriately.
Work Model & Schedule

• 100% Remote
• 8-hour shift scheduled between 6:00 AM - 7:00 PM PT
• Final shift assigned based on candidate availability and team needs
• 40-hour work week
• Must have a quiet home workspace, high-speed internet, and a Windows-based computer

Compensation

• Contract Pay Range: $18-$20/hr (W2)
• Conversion Salary: Approximately $40,000 annually
• Placement Type: 6-month Contract-to-Hire

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
• Troubleshoot and resolve issues related to:
  • Windows 10/11
  • Microsoft Office (Outlook, Word, Excel, Teams)
  • VPN and remote connectivity
  • Standard corporate applications
  • Basic hardware and peripheral issues
• Create, update, and close tickets in the ITSM system (ServiceNow experience preferred)
• Provide clear documentation of work performed
• Escalate issues to higher-tier teams when appropriate
• Deliver excellent customer service to users of all technical backgrounds
• Support a high-volume enterprise environment with professionalism and accuracy

Required Qualifications

• ~1 year of Service Desk or Help Desk experience (enterprise preferred)
  • Candidates with strong technical aptitude, IT coursework, or hands-on experience (e.g., building PCs) will also be considered
• Strong communication and customer service skills
• Experience with ticketing systems (ServiceNow is a plus)
• Ability to troubleshoot Windows OS, Outlook, VPN, and common business applications
• Ability to follow documented procedures and resolve most issues independently
• Reliable remote work setup (internet, workspace, Windows computer)

Preferred Qualifications

• Associate degree in an IT-related field
• Experience supporting 3,000+ end users or large enterprise environments
• Familiarity with:
  • Active Directory
  • DFS
  • Exchange/Outlook administration
  • Mobile device support
  • VPN/remote access tools
  • Service desk software and ITIL concepts
• Strong technical writing and documentation skills

About the Environment

• This role supports a large, distributed enterprise with a high volume of daily tickets. The team values strong communication, teamwork, and a customer-centric approach. Candidates who enjoy fast-paced support work and solving a wide range of technical issues will thrive here.

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.