Senior Remote Help Desk Lead: Windows, Mac & Mobile

Apex Systems; McLean (VA); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401K with match

ESPP

HSA

EAP

Job summary

Everforth Apex Systems is seeking a Senior Help Desk professional to provide remote laptop support across Windows, Mac, and mobile devices. The role emphasizes customer-first engagement and collaboration with site leads to improve operational readiness and service quality.

The ideal candidate has 3+ years in remote end-user support, solid ITSM tooling experience (Zendesk, HPSM, ServiceNow), and strong communication skills. A flexible remote work setup is offered with comprehensive benefits.

Qualifications

• 3+ years in remote end-user support with Windows 10+
• Experience with ITSM ticketing tools (Zendesk, HPSM, ServiceNow)
• Strong written and verbal communication skills
• Google Workspace and macOS experience required

Responsibilities

• Provide support for team members across multiple divisions.
• Focus on laptop support for Windows, Macs, and mobile devices.
• Maintain excellent written and verbal communication skills.
• Engage in cross-training efforts with peers.
• Contribute to site-level operational readiness and process improvements.
• Communicate and manage expectations with leadership.
• Identify skill gaps and pursue professional development.
• Collaborate with site leads and act as a backup when delegated.
• Assist the Service Desk by actively taking and resolving intake calls.
• Conduct technical educational sessions for small groups.
• Identify process gaps and recommend improvements.

Skills

Windows 10

End-user support

Customer service

Communication

Education

High School Diploma or GED

Bachelor's Degree in Business/IS/CS (preferred)

Tools

Zendesk

HPSM

ServiceNow

Job description

Everforth Apex Systems is seeking a Senior Help Desk professional to provide remote laptop support across Windows, Mac, and mobile devices. The role emphasizes customer-first engagement and collaboration with site leads to improve operational readiness and service quality.

The ideal candidate has 3+ years in remote end-user support, solid ITSM tooling experience (Zendesk, HPSM, ServiceNow), and strong communication skills. A flexible remote work setup is offered with comprehensive benefits.