Desktop Support Representative Level 1

**Job#: 3009549**

**Job Description:**

Summary:

The Desktop Support Representative -- Digital Selling Support will provide Tier 1 technical support for digital selling operations across retail stores. The role focuses exclusively on supporting Android-based mobile devices and applications used by store associates to drive digital sales. This includes troubleshooting connectivity, configuration, application performance, and device functionality issues to ensure seamless in-store digital experiences.

The ideal candidate is customer-focused, quick to learn new systems, and comfortable working in a fast-paced retail support environment.

Key Responsibilities:

- Serve as the first point of contact for store associates experiencing issues with digital selling Android devices and related applications.

- Troubleshoot and resolve issues related to device performance, app crashes, syncing, and network connectivity.

- Support configuration, updates, and troubleshooting of Android OS and digital selling software.

- Document incidents, resolutions, and patterns using the internal ticketing system (ServiceNow or similar).

- Escalate complex issues to Level 2/3 or engineering teams when needed, ensuring clear documentation of steps taken.

- Coordinate with internal teams to ensure device deployments, replacements, and configurations are accurate and timely.

- Maintain high levels of communication and professionalism when interacting with store employees and internal partners.

- Contribute to a knowledge base of recurring issues and solutions to improve first-call resolution rates.

Required Skills & Qualifications:

- 1--2 years of IT or technical support experience.

- Experience supporting mobile devices (Android preferred) --- setup, troubleshooting, and remote support.

- Familiarity with mobile device management (MDM) tools (e.g., Intune, AirWatch, or similar).

- Strong documentation, multitasking, and customer service skills.

- Ability to follow detailed troubleshooting workflows and communicate technical solutions clearly to non-technical users.

- Comfortable working in a ticket-driven environment with SLAs and performance metrics.

Nice-to-Have Skills:

- Prior experience supporting retail store technology or handheld device environments.

- Familiarity with POS systems, Wi-Fi troubleshooting, and Android app management.

- Knowledge of ServiceNow or other ITSM tools.

- Strong collaboration and teamwork in a distributed support team.

Success Factors:

- Quickly responds to tickets and calls within SLA timelines.

- Maintains accuracy and consistency in device troubleshooting and documentation.

- Demonstrates patience, clarity, and professionalism in all customer interactions.

- Proactively identifies patterns in recurring issues to improve processes.

*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 m*