IT Service Desk Mid

Job#: 2006622

Job Description:

If intererested and for immediate response, please e-mail WORD resume to [email protected]
Job Title: Tier II Service Desk Analyst  
Contract Type/Length: 6-Month Contract to Hire
Interview Process: One-step video interview process

Government Customer: Supporting Department of Homeland Security
Hourly and Salary Pay Rate Range: $31.25/HR and $65,000
Required Clearance: O
btain or currently possess a Department of Homeland Security (DHS) Entry on Duty (EOD) Public Trust
Hours of Operation/Location: Monday-Friday 8:00am-4:30pm in a Hybrid working schedule with three days onsite - Oxon Hill, MD

**Must be able to obtain a DHS Public Trust 4-12 Week Process
MUST HAVES:
  • Bachelor’s & 3+ yrs OR Associates & 5+ yrs OR 8+ yrs total
  • Tier 2 Service Desk Analyst experience
  • Ability to handle 20+ tickets/day – technical issues

What You’ll Get to Do:
  • Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support  
  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts 
  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
  • Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

Youll Bring These Qualifications:
  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
  • Experience with patch management software (e.g., SCCM)
  • Experience installing, upgrading, and removing software
  • Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle 
  • Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
  • Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy.
  • Remote Support including Remote tools, VPN’s and Networking
  • Office 365 Applications including Outlook, OneDrive and Teams
  • Knowledgeable of Problem Management best practice and processes


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.

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

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.

Employee Type:
Contract

Location:
Oxon Hill, MD, US

Job Type:

Date Posted:
December 6, 2023