Tier 1/2 Service Desk Analyst (Managed Service)

Apex Systems; Richmond (VA); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K with match

HSA

EAP

Certification discounts

Job summary

Everforth Apex is seeking a Tier 1/2 Service Desk Analyst to provide front-line and advanced technical support for clients' users and systems. This on-site role is located in North Chesterfield. Pay is $22/HR.

The analyst will handle incident intake, initial troubleshooting, escalation, and service restoration across desktop, application, and access-related issues, while delivering high-quality customer service in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows OS

Microsoft 365

Active Directory

Group Policy

VPN connectivity

Remote support tools

ITSM platforms

Endpoint troubleshooting

Tools

ServiceNow

Jira

HelpDesk+

Remedy

Job description

Tier 1/2 Service Desk Analyst

ON SITE 5 days a week in North Chesterfield.

Job#: 3052163

Job Description:

Tier 1/2 Service Desk Analyst

ON SITE 5 days a week in North Chesterfield.

Pay is $22/HR

High-Level Summary

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.

Responsibilities

• 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

Technical Skills

• 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 (ServiceNow, Jira, HelpDesk+, Remedy, etc.)
• ServiceNow or similar ITSM platforms
• Incident and Request Management workflows
• Endpoint troubleshooting

Preferred Experience

• 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.

Preferred Certifications

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

Certifications Considered a Plus

• 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 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 Employment Disclosure

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.