Service Desk Coordinator

Apex Systems; Merrifield (VA); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability insurance

401K with company match

ESPP

HSA

EAP

Certification discounts

Welcome packet access

Job summary

Everforth Apex Systems is seeking a Service Desk Coordinator in Merrifield, VA. This 24/7 enterprise role serves as the first contact for technology services, handling incidents, questions, and service requests in a hybrid environment with on-site and remote days.

The role requires multitasking, strong communication, IT terminology familiarity, and the ability to work evenings, weekends, and holidays as needed.

Qualifications

• Knowledge and understanding of the information technology field.
• Basic skill in troubleshooting and resolving technical problems.
• Exposure to enterprise systems and IT terminology.
• Experience with solving routine administrative, operational, or system problems.
• Effective verbal and written communication skills.
• Ability to use soft skills when interacting with end-users.
• Basic organizational, planning, and time management skills.
• Ability to handle multiple tasks simultaneously with a high degree of accuracy.
• Ability to work independently and as part of a team.

Responsibilities

• Respond to inbound calls to provide technical support and troubleshooting.
• Provide support through web queues, outbound interactions, and emails.
• Leverage resources to resolve technical issues in a timely manner.
• Utilize PC applications to document, maintain, and report on functions and activities.
• Escalate requests that are outside the scope of your responsibilities.
• Adhere to established practices, policies, and procedures.
• Perform other related duties as assigned.

Skills

IT knowledge

Troubleshooting

IT terminology

Communication skills

Multitasking

Time management

Teamwork

Tools

ServiceNow

Job description

Job#: 3052793

Job Description:

Service Desk Coordinator

Location:

Merrifield, VA is preferred; Open to candidates local to Winchester, VA or Pensacola, FL (Hybrid)

Role Overview

We are seeking a Service Desk Coordinator for a fast-paced, 24/7 enterprise environment. This role serves as the first point of contact for technology services, focusing on resolving customer incidents, answering questions, and fulfilling service requests. The position requires individuals who can multitask and adapt to a dynamic environment to ensure high levels of customer satisfaction. This role is designated as essential personnel and may involve supporting operations during evenings, weekends, and holidays.

Work Schedule

This position requires flexibility to work one of the following shifts: Saturday - Wednesday from 5:00 AM to 1:30 PM EST, or Monday - Friday from 11:00 AM to 7:30 PM EST. An initial two-week training period will be conducted on-site from Monday to Friday, 8:00 AM to 4:30 PM EST. A hybrid work model requires a minimum of 12 days on-site per month.

Key Responsibilities

• Respond to inbound calls to provide technical support and troubleshooting.
• Provide support through web queues, outbound interactions, and emails.
• Leverage resources to resolve technical issues in a timely manner.
• Utilize PC applications to document, maintain, and report on functions and activities.
• Escalate requests that are outside the scope of your responsibilities.
• Adhere to established practices, policies, and procedures.
• Perform other related duties as assigned.

Required Qualifications

• Knowledge and understanding of the information technology field.
• Basic skill in troubleshooting and resolving technical problems.
• Exposure to enterprise systems and IT terminology.
• Experience with solving routine administrative, operational, or system problems.
• Effective verbal and written communication skills.
• Ability to use soft skills when interacting with end-users.
• Basic organizational, planning, and time management skills.
• Ability to handle multiple tasks simultaneously with a high degree of accuracy.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Three or more years of Tier 1 support experience or similar capabilities.
• Call center or front-line customer support experience.
• Previous customer service experience in a fast-paced environment.
• Knowledge of ITIL (Information Technology Infrastructure Library).
• Familiarity with ticketing software, such as ServiceNow.

About the Employer

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.

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.

Equal Opportunity Employer

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.

ADA Accommodation Contact

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 [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

Additional Company Information

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

© 2026 Everforth, Inc. All rights reserved. Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc. NYSE: EFOR 4400 Cox Road Suite 200 Glen Allen, Virginia 23060 Everforth Apex 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 have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.