Job#: 2069873
Job Description:
Title: Senior Helpdesk Specialist
Type: 6-month Contract to Hire
Location: San Antonio, TX 78248
Client: Government Services
Compensation: $25-30/hr.
*If interested and qualified, please reach out to the Professional Recruiter Nicole, at [email protected]
Description:
The Senior Helpdesk Specialist will serve as the primary technical support resource within our IT team, performing both Tier 1 (basic desktop support) and higher-level troubleshooting duties. Working closely with the Helpdesk Lead, this role involves supporting Windows desktop environments, assisting end-users directly, managing tickets efficiently, and administering our Azure/O365 tenant. The specialist will also play a key role in supporting our CMMC v2.0 Level 2 standards within a cloud environment.
Responsibilities:
- Serve as the primary point of contact for Tier 1 user support requests, including hardware/software troubleshooting, password resets, account unlocks, application support, and general technical assistance.
- Troubleshoot, diagnose, and resolve issues with Windows desktop operating systems, Microsoft Office 365 applications, and standard office peripherals.
- Administer Azure Active Directory (AAD), including managing user accounts, groups, permissions, MFA settings, conditional access policies, and basic configuration.
- Escalate complex incidents appropriately to Systems Administrators or Engineers, tracking resolution through to completion.
- Provide support and troubleshooting for SentinelOne endpoint protection deployments on Windows desktops.
- Assist in supporting secure remote access platforms (BeyondTrust, ScreenConnect) and encryption solutions (PreVeil, SignNow) at the end-user level.
- Support and monitor email filtering and email security solutions (e.g., Azure Defender ideally, but experience with other email filter services is fine).
- Document all user requests and resolutions in the ticketing system, ensuring accuracy for compliance audits.
- Provide end-user training and create user documentation and guides to support best practices and policy adherence.
Must have skills/technologies:
- 4+ years experience in helpdesk or desktop support roles, including significant hands-on Windows troubleshooting experience.
- Solid experience administering Azure Active Directory (AAD) and Office 365 environments.
- Proficiency troubleshooting standard desktop applications and peripherals.
- Familiarity with endpoint protection software (SentinelOne preferred).
- Strong written and verbal communication skills, emphasizing clarity in technical documentation.
- Demonstrated ability to prioritize tasks and escalate effectively in a compliance-driven environment.
Nice to haves’ skills/technologies:
- Experience supporting compliance-focused environments (CMMC, NIST 800-171, ISO 27001).
- Familiarity with remote support tools (BeyondTrust, ScreenConnect).
- Experience with email security (Azure) and encryption tools (PreVeil, SignNow).
- Basic knowledge of network troubleshooting, VPN support, and firewall concepts (SonicWall experience a plus).
- Certifications (preferred but not required):
o CompTIA A+, Network+, or Security+
o Microsoft certifications (e.g., AZ-900, AZ-104)
o ITIL Foundations
- Experience with Intune deployments a huge plus to candidate consideration
EEO Employer
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. 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 Employee Services Department at [email protected] or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Apex Benefits Overview: 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. 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, 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. 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 Apex team member can provide.