Job#: 3056269 Job Description: Tier 1 Help Desk
Location: Oak Ridge, Tennessee (Remote)
Length: 6-month CTH
Role Overview
This organization is seeking a Service Desk Agent to provide front-line technical support. The selected professional will serve as a primary point of contact for information technology and customer support, dedicated to enhancing user productivity through effective and customer-focused service. The role requires handling technical support requests via telephone, chat, and email to assist with troubleshooting issues for internal users. The work schedule will consist of four ten-hour shifts scheduled between 7 AM and 7 PM, Monday through Friday.
Key Responsibilities
- Provide front-line technical support to local and remote users via telephone, chat, and email.
- Utilize technical skills, historical records, and knowledge base tools to analyze and diagnose customer issues.
- Support commercial and proprietary applications, operating systems, and internet browsers.
- Troubleshoot desktops, laptops, mobile devices, printers, scanners, and associated hardware.
- Assist with password resets, account unlocks, and the setup, installation, and configuration of hardware and software.
- Diagnose, isolate, and resolve wired and wireless network connectivity issues.
- Follow established procedures and utilize support tools to ensure issues are resolved properly.
- Utilize ITSM incident tracking systems to create, document, and resolve technical support tickets.
- Assist with creating and updating documentation and knowledge base articles.
- Determine appropriate escalation paths to specialist teams when necessary.
Required Qualifications
Education: A high school diploma or equivalent is required.
Experience: This position requires one to three years of experience in a fast-paced customer service or technical support environment. Proven hardware and software troubleshooting experience is necessary, along with the ability to think logically and act decisively in critical situations.
Technical Skills: Proficiency in supporting Microsoft 365 Suite, Office, and Windows 10 OS in an enterprise environment is required. Experience with account administration and password resets in Microsoft Active Directory or Microsoft Entra ID is necessary.
Additional Requirements: Candidates must hold U.S. citizenship. The position requires a dedicated remote workspace with consistent, safe work conditions and high-speed internet. Strong communication and problem-solving skills are essential for both independent and collaborative tasks.
Preferred Qualifications
- Experience with Microsoft Active Directory, Entra ID, DFS, and PowerShell.
- Familiarity with ITIL v3 or v4 Foundations.
- Experience with Microsoft Exchange Server-based email using Outlook and Office 365 administration.
- Technical certifications such as CompTIA A+, Network+, MCP, MCSE, or CCNA.
- Experience with mobile device support for Android and Apple platforms.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.
Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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