Job Description
Are you a tech-savvy problem solver looking for a role that offers both stability and flexibility? Apex IT Solutions is currently seeking a skilled Help Desk Support Specialist to join our dynamic team in Durham, NC.
We are a forward-thinking technology firm dedicated to providing seamless IT infrastructure to our clients. In this role, you will be the first line of defense for our internal users, resolving technical issues with a focus on efficiency, empathy, and speed. We offer a hybrid work model, allowing you to collaborate from our state-of-the-art Durham office while enjoying the freedom of remote support.
Why Join Apex IT Solutions?
- Competitive salary and comprehensive benefits package.
- Hybrid work schedule (3 days in office, 2 remote).
- Professional development and certification reimbursement.
- A collaborative, inclusive, and innovative company culture.
If you have a passion for technology and a knack for helping others, we want to hear from you.
Responsibilities
- Provide Tier 1 and Tier 2 technical support to employees via phone, email, and remote access tools (e.g., TeamViewer, LogMeIn).
- Troubleshoot and resolve hardware, software, and network connectivity issues in a timely manner.
- Manage and maintain the IT asset inventory, ensuring all equipment is correctly configured and tracked.
- Configure and set up new workstations, laptops, and mobile devices for incoming employees.
- Document all incidents, requests, and solutions in the help desk ticketing system (Zendesk/ServiceNow).
- Collaborate with the Network Engineering team to escalate complex infrastructure issues.
Qualifications
- High school diploma or GED required; Associate degree in Computer Science, IT, or related field preferred.
- Minimum of 2 years of experience in a Help Desk or Technical Support role.
- Familiarity with Active Directory, Microsoft Office Suite, and remote access software.
- Strong customer service skills with the ability to communicate complex technical concepts to non-technical users.
- Ability to work independently and prioritize multiple tickets in a fast-paced environment.
- ITIL Foundation certification is a plus but not required.