Tier 3 Support Technician

Apex Systems; Virginia Beach (VA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K with company match

Stock purchase program (ESPP)

HSA and EAP

Job summary

Everforth Apex in Hampton Roads, VA is seeking a Night Shift Help Desk Technician to provide first-line technical support for Microsoft 365, Windows devices, and end-user computing environments.

The role handles incident triage, password resets, MFA enrollment, and onboarding with a focus on customer service. It requires 5+ years in IT support and offers a comprehensive benefits package and shift options.

Qualifications

• 5+ years of experience in a Help Desk or IT Support role.
• Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Windows 10/11 troubleshooting
• Azure AD fundamentals (Entra ID)
• MFA basics
• DNS/DHCP/VPN concepts
• Experience with ITSM portals and ticketing systems
• Remote support tools such as Quick Assist and Remote Desktop

Responsibilities

• Provide front-line technical support via ticketing system.
• Perform initial incident triage and prioritize requests.
• Resolve common issues on first contact when possible.
• Follow SLAs and use knowledge articles.
• Support Microsoft 365 apps and Windows devices.
• Manage user accounts and access including MFA.
• Assist onboarding and routine software deployments.
• Document tickets and contribute to knowledge base.
• Collaborate with IT teams and escalate when needed.

Skills

Microsoft 365

Windows 10/11

Azure AD fundamentals

MFA

DNS/DHCP/VPN

ITSM/ticketing

Remote support tools

Customer service

Tools

Exchange Online Admin Center

Teams Admin Center

PowerShell

Intune

MS 365 Admin portals

Job description

Job#: 3040926

Job Description:

Location: Hampton Roads, VA

Employment Type: Full-Time

Security Clearance: Active Secret Clearance Required

Salary Range: $80,000 - $95,000 annually

Position Overview

Are you passionate about technology and helping people solve problems? We are seeking a customer-focused Help Desk Technician to provide first-line technical support for Microsoft technologies and end-user computing environments.

In this role, you will be the first point of contact for users experiencing technical issues, helping resolve common problems while delivering exceptional customer service. You will support Microsoft 365 applications, Windows devices, user accounts, and enterprise productivity tools in a fast-paced environment where teamwork, communication, and continuous learning are highly valued.

What You'll Do

Provide Front-Line Technical Support

• Respond to support requests and troubleshoot user issues through a ticketing system.


• Perform initial incident triage and prioritize requests based on impact and urgency.


• Resolve common technical issues during first contact whenever possible.


• Follow established procedures, knowledge articles, and service-level agreements (SLAs).

Support Microsoft 365 Applications

• Assist users with Outlook and Exchange Online issues, including mailbox access, shared mailboxes, and email troubleshooting.


• Support Microsoft Teams for sign-in, meetings, collaboration, audio/video, and device-related issues.


• Troubleshoot SharePoint Online and OneDrive concerns such as permissions, file synchronization, and file recovery.

Provide Desktop & Device Support

• Troubleshoot Windows 10 and Windows 11 operating system issues.


• Support user profile, login, and application-related problems.


• Perform basic hardware diagnostics and device troubleshooting.


• Assist with Intune-managed devices, including compliance checks, software installations, and policy synchronization.

Manage User Accounts & Access

• Process account-related requests, including password resets and account unlocks.


• Support multi-factor authentication (MFA) enrollment and troubleshooting.


• Provision and manage user access according to approved role-based access controls.

Support Onboarding & Service Requests

• Configure accounts, devices, and software for new employees.


• Fulfill routine requests such as software installations, license assignments, and distribution list updates.


• Provide end-user guidance and support during onboarding.

Documentation & Knowledge Management

• Maintain accurate ticket documentation and communication records.


• Contribute to knowledge base articles, troubleshooting guides, and process documentation.


• Share repeatable solutions and best practices with team members.

Collaborate Across IT Teams

• Escalate complex issues to Tier II and Tier III support teams when necessary.


• Work closely with infrastructure, network, security, and systems administration teams to ensure timely issue resolution.

Required Qualifications

• 5+ years of experience in a Help Desk, Technical Support, or IT Support role.


• Strong working knowledge of:
  
  
  • Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
  
  
  • Windows 10 and Windows 11 troubleshooting
  
  
  • Microsoft Entra ID (Azure AD) fundamentals
  
  
  • Multi-Factor Authentication (MFA)
  
  
  • Basic networking concepts including DNS, DHCP, and VPN connectivity
  
  
  
  


• Experience using:
  
  
  • Microsoft 365 Administration portals
  
  
  • Exchange, Teams, SharePoint, and Entra administration tools
  
  
  • IT Service Management (ITSM) platforms and ticketing systems
  
  
  • Remote support tools such as Quick Assist, Microsoft Teams, and Remote Desktop
  
  
  • Endpoint security solutions such as Microsoft Defender for Endpoint or similar products
  
  
  
  


• Excellent customer service, communication, and documentation skills.


• Ability to explain technical concepts to non-technical users.


• Strong organizational skills, attention to detail, and ability to manage multiple priorities.


• Demonstrated willingness to learn new technologies and continuously improve.

Preferred Qualifications

• Experience with Microsoft Intune, Endpoint Manager, and device compliance management.


• Familiarity with SCCM/Configuration Manager environments.


• Experience with Exchange Online Admin Center and Teams Admin Center.


• Exposure to PowerShell scripting and automation.


• Experience supporting enterprise Microsoft cloud environments.

Required Certifications

At Time of Hire

• CompTIA Security+

Within 90 Days of Hire

• Microsoft 365 Certified: Fundamentals (MS-900)

Available Shifts

Applicants may indicate one or more preferred shifts:

• Day Shift: 8:00 AM – 4:00 PM


• Evening Shift: 4:00 PM – 12:00 AM


• Night Shift: 12:00 AM – 8:00 AM

Night Shift Opportunity

The Night Shift Help Desk Technician provides critical technical support for users operating across multiple geographic regions and time zones. This role ensures continuity of service during non-business hours by resolving incidents, documenting troubleshooting activities, and coordinating seamless handoffs to daytime support teams.

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.

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.

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.

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 [e-mail] 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.

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