1901 Service Desk Q2 2024

Job#: 2021255

Job Description:

Apex Systems is hiring for a Service Desk Analyst for our large Government client. This position is on-site in Norfolk, VA. 
If you are interested in hearing more, please send an updated copy of your resume and a copy of your CompTIA Security + Certification to [email protected]

Job Title: Service Desk Analyst
Location: Norfolk, VA
PR: $26.03 +4.57 SCA Fringe Benefit Rate 

Schedule: Must be flexible to work multiple shifts. Will be assigned a specific schedule upon training completion. Schedule could include weekdays, nights, over nights, weekends, and off shift hours. 

Position Summary:  Acts as liaison for customers and maintains knowledge of company products and customer service processes. The ideal candidate will be able to work in a call center environment, answering high volume phone calls.

Responsibilities: 

• Provide professional solutions to end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.
• Use SM7 ticketing system to track issues.
• Take tier 1 level calls in support of the network
• Resolving customer issues with great service and compassion for their problem.

Requirements:

Clearance Required: Candidates must currently hold or be eligible for an active DoD secret clearance. We are able to sponsor candidates for clearances who meet the other position requirements.

Certification: CompTIA certification, must be CE version of any CompTIA (A+, Network+, Security+) within 60 days

General: Excellent customer service experience, experience with Microsoft Windows OS, HP Service Manager,Remedy or other ticketing system. Experience with basic troubleshooting hardware/software. Candidates need to have great customer service skills. Candidates must be reliable to learn quickly, and show that they are dependable.

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.