Support Desk Specialist III

Job#: 3025958

Job Description:
Support Desk Specialist (Tier 1) - Contract

Location:

St Louis, MO

Contract role

Schedule:

Monday-Friday, rotating shifts between 7:00 AM and 6:00 PM EST

8-hour shifts with 1-hour unpaid lunch

Pay Rate:

$16/hour (W2 contractor)
Position Overview

The Support Desk Specialist provides first-level IT support for internal employees during a period of increased support volume related to a corporate merger. This role is focused on delivering timely, professional, and accurate technical assistance via phone, chat, and ticketing systems while maintaining a strong customer service experience.

This is an entry-level Tier 1 support role, ideal for candidates with foundational IT knowledge, strong communication skills, and experience supporting end users in a structured service desk environment.
Key Responsibilities

• Provide first-level technical support to internal employees via telephone, chat, and service tickets
• Troubleshoot and resolve common Tier 1 issues including:
  • Password resets
  • Account lockouts
  • Two-factor authentication (VIP Access) registrations
  • VPN connectivity issues
  • Basic Microsoft 365 application support
• Accurately document incidents and resolutions in the ticketing system using clear, concise, and professional language
• Follow established escalation procedures and escalate issues appropriately when resolution is outside Tier 1 scope
• Track and follow up on open tickets to ensure issues are resolved in a timely manner
• Support a high-volume, fast-paced environment while maintaining quality and professionalism
• Adhere to all on-site schedules, operational processes, and security requirements

Required Qualifications

• 2-5 years of experience in a help desk, service desk, or IT support role
• Experience using ticketing systems and writing technical support documentation
• Working knowledge of:
  • Windows and/or macOS operating systems
  • Microsoft 365 applications
  • Desktop and laptop hardware
  • Printers and basic networking concepts
• Familiarity with VPN concepts and remote desktop / VDI tools
• Strong verbal and written communication skills, including proper grammar and documentation clarity
• Ability to work full-time, on-site for the full contract duration

Preferred (Not Required)

• Familiarity with GlobalProtect VPN
• Experience with VIP Access / two-factor authentication
• Prior experience supporting internal employees in a corporate environment

Work Environment & Expectations

• Fully on-site support desk environment
• High call and ticket volume during merger activity
• Collaborative team setting supporting multiple locations
• Emphasis on customer service, responsiveness, and accuracy
• No remote work, no overtime, and no schedule exceptions

About the Engagement

This role supports a temporary increase in internal IT demand related to a corporate merger. Contractors will be part of a broader support desk organization consisting of approximately 50 on-shore team members across multiple locations.

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.