Tier 3 Support Technician

Kappa Alpha PSI Fraternity, Inc.; Virginia Beach (VA); On-site; USD 80,000 - 95,000; Full time

Job summary

Apex Systems, Inc. is seeking a Tier 3 Help Desk Technician in Virginia Beach to provide first-line technical support for Microsoft 365 and end-user devices. You will troubleshoot Outlook/Exchange Online, Teams, SharePoint, and device issues in a fast-paced environment.

The role requires 5+ years in IT support, strong communication, and the ability to work with security-conscious processes. DoD clearance is required, and the position offers competitive salary in the US federal contractor market.

Qualifications

• 5+ years in Help Desk/IT support with customer focus.
• Strong knowledge of Microsoft 365 apps and Windows 10/11.
• Familiar with Entra ID, MFA, DNS/DHCP/VPN basics.
• Experience with ITSM ticketing systems and remote support tools.
• Good documentation and communication skills.

Responsibilities

• Provide first-line IT support via ticketing system.
• Perform initial triage and prioritize requests by impact/urgency.
• Resolve common issues at first contact when possible.
• Escalate complex issues to Tier II/III as needed.
• Maintain accurate ticket documentation and knowledge articles.

Skills

Customer service

Communication

Documentation

Multi-tasking

Problem solving

Education

CompTIA Security+

Microsoft 365 Fundamentals (MS-900)

Tools

Microsoft 365 Admin portals

Exchange Admin Center

Teams Admin Center

Intune/Endpoint Manager

PowerShell scripting

Remote Desktop

Job description

# Tier 3 Support TechnicianApex Systems, Inc.Virginia Beach, VAContractNov 13, 2026Information Technology## Job Description**Job#: 3059159****Job Description:** *Candidates must be U.S. citizens able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment.***Location:** Hampton Roads, VA**Employment Type:** Full-Time**Security Clearance:** Active Secret Clearance Required**Salary Range:** $80,000 - $95,000 annuallyPosition OverviewAre 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 DoProvide 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 CertificationsAt Time of Hire* CompTIA Security+Within 90 Days of Hire* Microsoft 365 Certified: Fundamentals (MS-900)Available ShiftsApplicants 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 AMNight Shift OpportunityThe 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 uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy**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 [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.**UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.*VEVRAA Federal Contractor. We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.### About Apex Systems, Inc.Apex Systems is a world class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients’ digital visions. We provide a continuum of service from workforce mobilization and modern enterprise solutions to digital innovation to drive better results and bring more value to our clients. Apex transforms our customers with modern enterprise solutions tailored to the industries we serve. Apex has a presence in over 70 markets across the US, Canada, and Mexico.Apex is a segment of ASGN Inc. (NYSE: ASGN). To learn more, visit www.apexsystems.com.