Service Desk Specialist

Job#: 3008708

Job Description:

Job Title: L1/L2 Support Desk Contractor

Location: Raleigh, NC - 100% onsite

Contract Type: 6-Month Contract-to-Hire

Team Size: 12 Support Analysts

Rate: $25-27/hr W2

Support Scope: 600+ physical locations, 10,000+ employees

Shifts:

• 7:00 AM - 4:00 PM EST
• 8:00 AM - 5:00 PM EST
• Rotating on-call schedule (once per quarter)

Overview:

We're seeking a skilled and motivated L1/L2 Support Desk Contractor to join a dynamic and collaborative IT support team. This role is ideal for someone with strong troubleshooting skills and a passion for resolving technical issues efficiently. You'll be supporting a large enterprise environment and have the opportunity to grow into advanced infrastructure roles.

Responsibilities:

• Provide first-line support via inbound calls and emails (60% calls / 40% ticketing).
• Handle approximately 15 calls per day using ServiceNow for ticketing.
• Troubleshoot issues related to:
  • Applications
  • Networks (LAN/WAN)
  • Automations
  • Servers
  • Email/Exchange
  • SSO
  • Citrix
  • Passwords
  • Microsoft technologies
• Escalate application-related issues when necessary, with a focus on competent first-call resolution.
• Participate in a rotating on-call schedule (once per quarter, 6A-3P remote).
• Maintain high standards of customer service and technical accuracy.

Requirements:

• 1-3 years of experience in IT support or helpdesk roles.
• Familiarity with ServiceNow or similar ticketing systems.
• Strong troubleshooting skills across a wide range of technologies.
• Basic understanding of Windows administration, Exchange, Azure, and O365.
• Excellent communication and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills:

• Experience with Citrix, SSO, and enterprise-level email systems.
• Exposure to infrastructure troubleshooting (LAN/WAN).
• Interest in growing into network or systems administration roles.

Culture & Growth:

You'll be joining a supportive and collaborative team with a strong track record of internal growth. Many helpdesk consultants have successfully transitioned into network and systems administration roles.

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 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.