Tier 1 Help Desk

Job#: 3045229

Job Description:
Tier 1 Help Desk

Location: Oak Ridge, Tennessee (Remote)

Role Overview

We are seeking a Service Desk Agent to provide front-line technical support. This position is 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 calls, chat, and email to assist with troubleshooting issues for internal users.

Key Responsibilities

• Provide front-line technical support to local and remote users via calls, chat, and email support.
• Utilize technical skills, historical records, and a knowledge base to analyze and diagnose customer issues.
• Support commercial and customer-specific applications, software, operating systems, and internet browsers.
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
• Assist with password resets, account unlocks, and the setup, installation, and configuration of hardware and software.
• Diagnose, isolate, and resolve issues with wired and wireless network connectivity.
• Handle requests by following established procedures and using available support tools to see issues through to resolution.
• Utilize ITSM incident tracking systems to create, work, and resolve tickets, documenting issues and troubleshooting steps.
• Assist with creating and updating documentation and knowledge base articles.
• Effectively determine when to escalate issues to specialist teams.

Required Qualifications

Education: A high school diploma or equivalent is required.

Experience: This role requires 1-3 years of relevant experience in a customer service or support environment. Proven hardware and software troubleshooting experience is necessary, with the ability to think logically and act decisively.

Technical Skills: Experience supporting Microsoft 365 Suite, Office, and Windows 10 OS in an enterprise environment is needed. Familiarity with account administration and password resets in Microsoft Active Directory or Microsoft Entra ID is also required.

This position requires the ability to work from home with consistent and safe work conditions, including high-speed internet. Excellent communication skills and the ability to work both independently and within a team are essential.

Preferred Qualifications

• Experience with Microsoft Active Directory, Entra ID, and DFS.
• 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+, N+, MCP, MCSE, or CCNA.
• Experience with mobile device support for Android and Apple devices.

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.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.