Tier II Helpdesk

Job#: 3022743

Job Description:
Tier II Helpdesk (Contract - 6 Months, Potential for Long-Term Extension)

Location: Anchorage, Alaska

Type: Contract (Initial 6-month term; extensions likely based on performance)

Clearances/Checks: Background check and drug screening required
Overview

We are seeking an experienced, self-directed Tier II Helpdesk Technician with excellent customer service skills to join our team in a fast-paced technical environment. This role supports end users across hardware, software, and enterprise systems, with a strong emphasis on troubleshooting, communication, and independent task management. While the initial assignment is six months, the contract has been extended multiple times in the past and may continue long-term depending on performance and business needs.

Key Responsibilities

• Provide hands-on support to end users for a wide range of IT issues across hardware, software, and the broader IT environment
• Assist with Windows 10 to Windows 11 lifecycle activities, including provisioning, configuration, and endpoint readiness
• Manage and resolve IT support tickets efficiently within a high-volume help desk environment
• Deliver Tier 1-2 endpoint device support and troubleshooting
• Handle support requests via walk-in, chat, email, and phone
• Perform advanced diagnostics, root cause analysis, and escalate issues when appropriate
• Utilize ServiceNow for ticket management, workflow tracking, and documentation
• Support Microsoft 365 administration, user access, and application troubleshooting
• Use Active Directory for user account management, group permissions, and security configurations
• Operate effectively within secure or restricted facility environments while adhering to all security protocols
• Maintain accurate documentation and contribute to knowledge base improvements
• Work independently with strong self-direction and the ability to manage tasks without constant oversight

Required Experience & Skills

• Minimum 5 years of IT support experience
• Strong customer service and communication skills
• Proficiency with ServiceNow, Microsoft 365, and Active Directory
• Demonstrated ability to troubleshoot complex technical issues
• Comfortable working in fast-paced or secure environments
• Highly self-motivated with strong problem-solving abilities

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.