Help Desk Technician
Job#: 2027081
Job Description:
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
Position: Help Desk Technician
Clearance Requirement: Candidates must be US citizens able to obtain and/or maintain a Department of Defense Secret security clearance as a condition and continuation of employment
Location: Remote -This requirement entails shift work options. Core business hours is defined as 0800 – 1700 during weekdays (in accordance with global customer time zones). Contact with customers may periodically be required on weekends, but not Federal holidays. This requirement requires shift work as defined by:
Mid-shift 3pm-11pm
Nightshift 11pm-7am
*Mid-shift and Nightshift will start on a Sunday evening.
PAY Range: $50,000-55,000
TIMELINE: Interview within 2 weeks
Job Description:
IndraSoft, Inc. is seeking a Help Desk Technician – Journeyman with a fully adjudicated Secret clearance to work in the Annapolis Junction, Maryland area. The Help Desk Technician will support DISA Storefront Global Service Desk team and will be responsible for all Tier I and II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutions/application(s); troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer’s behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system.
This requirement entails shift work options. Core business hours is defined as 0800 – 1700 during weekdays (in accordance with global customer time zones). Contact with customers may periodically be required on weekends, but not Federal holidays. This requirement requires shift work as defined by:
Day shift 7am – 3 pm
Mid-shift 3pm-11pm
Nightshift 11pm-7am
Technical support will be available on a 24/7 basis and available Monday through Friday during global government business hours. The Tier II Help Desk will serve as the 24/7 escalation point for Tier III activations. The goal is to provide customer support to our global user base during their core business hours. *Mid-shift and Nightshift will start on a Sunday evening.
Physical Demands:
While performing duties of the job, applicant will be exposed to normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email, and face to face. This position requires applicant to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. Employee must be able to lift and/or move up to 20 pounds. Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus.
Salary Range: $50,000-$55,000
General Description of Benefits
Required Skills:
- Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience.
- Final Secret required.
- US citizenship required per contract.
- 5+ years of directly related experience in supporting Tier II and Help Desk operations.
- Proficient in the use of BMC Remedy, or JIRA Service Desk, or PRISM, or ServiceNow “Support IT”, contract and purchasing software.
- Familiarization with specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.) desired.
- Proficiency in MS Office products.
- Knowledgeable in the use of remote-control utilities to resolve customer issues.
- Familiar with a variety of field’s concepts, practices, and procedures.
- Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
- Excellent communication, business analytical and problem-solving/trouble shooting skills.
- Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
- Strong English language skills (both written and verbal).
- Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment.
- Ability to efficiently handle stressful situations.
Desired Skills:
- Communication skills.
- Customer service oriented.
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.