Find & Apply For Computer Support Specialist Jobs in North Chesterfield, Virginia

Job#: 3054729 Tier 1/2 Service Desk Analyst

ON SITE 5

days a week in North Chesterfield.

Pay is $22/HRHigh-Level SummaryThe 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.

ResponsibilitiesServe as the primary point of contact for end-user technical support requestsLog, categorize, prioritize, and document incidents and service requests within the ITSM platformPerform first-call troubleshooting and resolution for standard technical issuesSupport password resets, account unlocks, VPN connectivity, remote access, and application access issuesTroubleshoot and resolve more complex desktop, system, and connectivity issues escalated from Tier 1Escalate unresolved or high-impact issues to appropriate resolver groups as neededCoordinate with infrastructure, network, application, and security teams to resolve incidentsSupport Major Incident response activities, including bridge calls and user communicationsMaintain accurate and detailed ticket documentation and resolution notesMonitor ticket queues and assist with backlog reduction effortsAnalyze ticket trends and identify recurring issues for process improvementCreate and maintain knowledge articles and troubleshooting documentationFollow established SOPs, knowledge base articles, and operational workflowsSupport SLA adherence through timely updates, prioritization, and resolutionProvide professional, customer-focused support in a high-volume environmentParticipate in shift turnover and team communication processesAssist in onboarding and mentoring junior analysts as neededTechnical SkillsWindows Operating SystemsMicrosoft 365 (administration and end-user support)Active Directory (account management, permissions, group membership)Group Policy (basic understanding)VPN connectivity and troubleshootingRemote support toolsITSM ticketing platforms (ServiceNow, Jira, HelpDesk+, Remedy, etc.)ServiceNow or similar ITSM platformsIncident and Request Management workflowsEndpoint troubleshootingPreferred ExperienceExperience in an enterprise Service Desk or IT support environmentFamiliarity with ITIL-based service management processesExperience supporting government or public-sector environmentsExperience handling escalations and supporting cross-functional technical teamsExperience with delivering a positive customer experience through effective communication and problem-solving skills.

Preferred CertificationsCompTIA A+Microsoft 365

Certified:

Fundamentals (MS-900) Certifications Considered a Plus CompTIA Network+

Microsoft Certified:

Azure FundamentalsEverforth 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.

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