Tier 1​/Service Desk Analyst; Managed Service

Tier 1/2 Service Desk Analyst ON SITE 5 days a week in North Chesterfield.

Job#: 3037796

Job Description:

Tier 1/2 Service Desk Analyst ON SITE 5 days a week in North Chesterfield.

Pay is $22/HR

The Tier 1/2 Service Desk Analyst provides both front-line and advanced technical support for client s users and systems. This role is responsible for incident intake, troubleshooting, escalation support, and service restoration across a range of desktop, application, and access-related issues.

The analyst will operate as a key contributor within the Service Desk, supporting daily operations, improving ticket quality, and ensuring compliance with defined SLAs and operational procedures, while delivering a high level of customer service.

• Serve as the primary point of contact for end-user technical support requests
• Log, categorize, prioritize, and document incidents and service requests within the ITSM platform
• Perform first-call troubleshooting and resolution for standard technical issues
• Support password resets, account unlocks, VPN connectivity, remote access, and application access issues
• Troubleshoot and resolve more complex desktop, system, and connectivity issues escalated from Tier 1
• Escalate unresolved or high-impact issues to appropriate resolver groups as needed
• Coordinate with infrastructure, network, application, and security teams to resolve incidents
• Support Major Incident response activities, including bridge calls and user communications
• Maintain accurate and detailed ticket documentation and resolution notes
• Monitor ticket queues and assist with backlog reduction efforts
• Analyze ticket trends and identify recurring issues for process improvement
• Create and maintain knowledge articles and troubleshooting documentation
• Follow established SOPs, knowledge base articles, and operational workflows
• Support SLA adherence through timely updates, prioritization, and resolution
• Provide professional, customer-focused support in a high-volume environment
• Participate in shift turnover and team communication processes
• Assist in onboarding and mentoring junior analysts as needed

• Windows Operating Systems
• Microsoft 365 (administration and end-user support)
• Active Directory (account management, permissions, group membership)
• Group Policy (basic understanding)
• VPN connectivity and troubleshooting
• Remote support tools
• ITSM ticketing platforms (Service Now, Jira, Help Desk+, Remedy, etc.)
• Service Now or similar ITSM platforms
• Incident and Request Management workflows
• Endpoint troubleshooting

• Experience in an enterprise Service Desk or IT support environment
• Familiarity with ITIL-based service management processes
• Experience supporting government or public-sector environments
• Experience handling escalations and supporting cross-functional technical teams

Experience with delivering a positive customer experience through effective communication and problem-solving skills.

• CompTIA A+
• Microsoft 365 Certified:
  Fundamentals (MS-900)

• CompTIA Network+
• Microsoft Certified:
  Azure Fundamentals

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 Clearly Rateds 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.  for more details.

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