Tier 1 Help Desk

Apex Systems; Oak Ridge (TN); Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

ESPP

401K

HSA

EAP

Discount program

Career coach

Certification discounts

Job summary

Everforth Apex is seeking a Service Desk Agent to provide front-line technical support for internal users. You will handle requests via phone, chat, and email, troubleshoot hardware and software, and assist with account resets in AD/Entra ID.

The role covers remote and on-site work in Oak Ridge, with four 10-hour shifts between 7 AM and 7 PM, Monday through Friday. A HS diploma and 1–3 years of experience are required.

Qualifications

• High school diploma or equivalent.
• 1–3 years in fast-paced customer service or tech support.
• Proficiency with Microsoft 365 Suite, Office and Windows 10 in enterprise environments.
• Experience with AD/Entra ID and password resets.
• US citizenship and a dedicated remote workspace with reliable internet.

Responsibilities

• Provide front-line support via phone, chat, and email.
• Diagnose and resolve issues for hardware and software.
• Assist with account unlocks and password resets in AD/Entra ID.
• Troubleshoot network connectivity and provide documentation updates.
• Escalate to specialists as needed and maintain incident records.

Skills

Microsoft 365

Windows 10

Active Directory

Entra ID

Password resets

Education

High school diploma

Tools

PowerShell

DFS

Exchange Server

Job description

Job#: 3056269

Job Description:

Tier 1 Help Desk

Location: Oak Ridge, Tennessee (Remote)

Length: 6-month CTH

Role Overview

This organization is seeking a Service Desk Agent to provide front-line technical support. The selected professional will serve as a primary point of contact for information technology and customer support, dedicated to enhancing user productivity through effective and customer-focused service. The role requires handling technical support requests via telephone, chat, and email to assist with troubleshooting issues for internal users. The work schedule will consist of four ten-hour shifts scheduled between 7 AM and 7 PM, Monday through Friday.

Key Responsibilities

• Provide front-line technical support to local and remote users via telephone, chat, and email.
• Utilize technical skills, historical records, and knowledge base tools to analyze and diagnose customer issues.
• Support commercial and proprietary applications, operating systems, and internet browsers.
• Troubleshoot desktops, laptops, mobile devices, printers, scanners, and associated hardware.
• Assist with password resets, account unlocks, and the setup, installation, and configuration of hardware and software.
• Diagnose, isolate, and resolve wired and wireless network connectivity issues.
• Follow established procedures and utilize support tools to ensure issues are resolved properly.
• Utilize ITSM incident tracking systems to create, document, and resolve technical support tickets.
• Assist with creating and updating documentation and knowledge base articles.
• Determine appropriate escalation paths to specialist teams when necessary.

Required Qualifications

Education: A high school diploma or equivalent is required.

Experience: This position requires one to three years of experience in a fast-paced customer service or technical support environment. Proven hardware and software troubleshooting experience is necessary, along with the ability to think logically and act decisively in critical situations.

Technical Skills: Proficiency in supporting Microsoft 365 Suite, Office, and Windows 10 OS in an enterprise environment is required. Experience with account administration and password resets in Microsoft Active Directory or Microsoft Entra ID is necessary.

Additional Requirements: Candidates must hold U.S. citizenship. The position requires a dedicated remote workspace with consistent, safe work conditions and high-speed internet. Strong communication and problem-solving skills are essential for both independent and collaborative tasks.

Preferred Qualifications

• Experience with Microsoft Active Directory, Entra ID, DFS, and PowerShell.
• Familiarity with ITIL v3 or v4 Foundations.
• Experience with Microsoft Exchange Server-based email using Outlook and Office 365 administration.
• Technical certifications such as CompTIA A+, Network+, MCP, MCSE, or CCNA.
• Experience with mobile device support for Android and Apple platforms.

Everforth Apex 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

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

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.

Transparency in Coverage

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.