Support Desk Specialist

Job#: 3027176

Job Description:
Support Desk Specialist - $20/hour on w2 - Extendable Contract Opportunity
Overview

We are seeking an experienced Support Desk Specialist to provide first-level technical support to end users across the organization. This role is responsible for delivering timely, accurate, and professional support via telephone, email, and chat, while ensuring issues are documented clearly and driven through to resolution. The ideal candidate brings deep hands-on experience, strong troubleshooting skills, and a commitment to high-quality customer service.
Key Responsibilities

End-User Support

• Provide first-level technical support to all end users via phone, email, and chat.
• Troubleshoot and resolve issues related to:
  • Desktop and laptop hardware
  • Operating systems
  • Application software
  • Printers and peripherals
  • Voice and data communication systems
  • Basic network connectivity
• Deliver clear, professional, and customer-focused support experiences.

Incident Management & Escalation

• Accurately log, track, and manage support requests using a ticketing system.
• Write concise, informative, and well-documented service tickets.
• Escalate incidents to higher-level support teams when appropriate, following established procedures.
• Follow up on all tickets in a timely manner and pursue issues through to full resolution, keeping users informed of progress.

Documentation & Reporting

• Create and maintain technical support documentation, knowledge base articles, and support reports.
• Identify recurring issues and contribute to process or documentation improvements to reduce repeat incidents.

Required Qualifications

• 1+ years of experience in an IT support, service desk, or help desk role OR technical school background looking to jump into a corporate IT role.
• Demonstrated experience using IT ticketing systems (e.g., ServiceNow, Jira Service Management, Remedy, or similar).
• Strong proficiency with:
  • Popular operating systems (Windows, macOS; Linux a plus)
  • Common application software (productivity suites, browsers, collaboration tools)
  • Desktop and laptop hardware
  • Printers and peripheral devices
  • Basic networking concepts (LAN/WAN, VPN, Wi-Fi)
• Proven ability to troubleshoot technical issues methodically and resolve them efficiently.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

Preferred Qualifications

• Experience supporting voice and data communication systems.
• Familiarity with remote support tools and endpoint management solutions.
• Experience contributing to or maintaining a knowledge base.
• IT certifications (e.g., CompTIA A+, Network+, ITIL) are a plus but not required.

Key Competencies

• Customer-focused mindset with strong service orientation
• Attention to detail in ticket documentation and follow-up
• Ability to prioritize and manage multiple issues simultaneously
• Team-oriented, dependable, and accountable
• Comfortable working in a fast-paced support environment

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.