Help Desk Technician

1 month ago

Elkridge, United States Apex Systems Full time

CANDIDATE MUST HOLD A TS/SCI SECURITY CLEARANCE TO BE CONSIDERED FOR THE OPPORTUNITY


JOB DESCRIPTION:

· Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).

· Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems,

and determine and implement solutions.

· Performs hardware and software installations and upgrades to operating systems and layered software packages.

· Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.

· Walk customers through problem-solving and follow up with customers to ensure issues are resolved.

· Assists with the collection and evaluation of incident reporting practices and operations.

· Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).

· Knowledge of network connectivity troubleshooting, cable management, and fiber termination technologies.

· Will be responsible to assist in managing and modernizing LAN cabling

· Maintaining and updating records and tracking databases

· Alerting management to recurring problems and patterns of problems

WHAT YOU'LL NEED TO SUCCEED:

· Required Education and Experience: HS/GED and 2+ years

· Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role.

· Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph

· Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow

· Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team

· Ability to resolve technical and other types of issues with little oversight

· Location: On Customer Site


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 match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.

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