Desk Specialist III

Position: Support Desk Specialist III
Location: Lee's Summit

##

Job Description # Support Desk Specialist IIIThe
** 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.
* 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
* ** 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
* Prior experience supporting internal employees in a corporate environment
- Familiarity with
** Global Protect VPN**
- Experience with
** VIP Access / two‐factor authentication
*** 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
* 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 Clearly Rated's Best of Staffing(R) in Talent Satisfaction in the United States and Great Place to Work(R) in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click
* * for more details.
* #J-18808-Ljbffr