TOC Service Desk Agent

Job#: 2028401

Job Description:

Service Desk Agent- Arlington, VA 
The Technology Operations Center (TOC) Service Desk service desk agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software.  The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement.

This position requires a minimum of 2 days on-site in Arlington, VA.
We are hiring for 7am to 7pm Saturday and Sunday with the ability to choose shifts on any day and time during the week 6am to 10pm M-F.
More About the Role:

  • Serve as first contact for CISA 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 writing and communications skills, attention to detail, problem solving, and a desire to provide outstanding customer service 
  • 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 and experience 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
You’ll Bring These Qualifications:
  • Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
  • Bachelor’s degree or equivalent + 3 applicable years
  • ITIL Foundation certification
  • Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers to include Internet Explorer and Mozilla Firefox
  • Experience with patch management software
  • 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
    • Knowledgeable of Problem Management best practice and processes
These Qualifications Would Be Nice to Have:
    • COMPTIA A+, or Network+, or Security+ Certification
    • HDI Certification









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:

Arlington, VA, US

Job Type:

Date Posted:
May 8, 2024