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Service Desk Analyst

4 months ago

Arlington, United States Apex Systems Full time

For Immediate Response, please follow instructions below AND send to jbowser@apexsystems.com.


Positions: Service Desk Analysts and Service Desk Leads

Location: HYBRID - 3 Days Onsite

Duration: 3-6 Month Contract to Hire (1.5+ years left on the contract)


If interested, please send: Updated WORD resume, preferred role AND shift, and best time to speak


MUST HAVES:

  • Citizen | Ability to Obtain and DHS Public Trust (HEAVY Financial & Criminal Check – 7 years back) - 1-3 Month Process
  • Analyst: BS & 3 yrs OR AS & 5 yrs OR No Degree & 8 years (Strict Requirement)
  • Lead: BS & 6 yrs OR AS & 8yrs OR No Degree & 10yrs (Strict Requirement)


**Weekend Work Will be Remote**


Tier 1/2 Service Desk Analyst (6 OPENINGS):

Must Haves: Tier 1/2 Service Desk Experience (no Tier 3), ITSM/ITIL experience, Azure experience/exposure

  • Weekend Shift Service Desk Analysts (3 OPENINGS) – Pay Ray: $33.50/hr.
  • Saturday AND Sunday 8-12 hr shifts (M-F they can chose their days/hours for a 40 hour week)
  • Weekday Shift Service Desk Analysts (3 OPENINGS) – – Pay Ray: $31.50/hr.
  • Tentative Shifts (subject to change):
  • 6am-3pm M-F, 7am-4pm M-F
  • 8am-5pm M-F, 10am-7pm M-F
  • 1pm-10pm M-F

Daily Responsibilities:

  • 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.
  • 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.
  • Manage user accounts via Active Directory console


Service Desk Lead (3 OPENINGS):

Must Haves: Ability to meet SLAs, Lead a 5-6 person team, Active Directory, Automatic Call Distribution (ACD) systems and ServiceNow ITSM, proficient in Microsoft windows 10 and office 365

Shifts

  • 6am-2:30pm M-F, 9am-5:30pm M-F, 1pm- 9:30pm M-F (with oversight of the night and weekend staff)

Responsibilities:

  • Accountable for performance of service desk technicians on designated shift
  • Leverage technical background to guide troubleshooting and incident management of technicians as necessary
  • Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAs
  • Interface with customers and other vendors for communicating status of operations
  • Resolve escalations and complex issues in a timely and efficient manner
  • Inform management in a timely manner of any customer or technical issues.
  • Responsible for supervising, motivating, developing, and directing a team of technicians
  • Responsible for performance reviews and timesheets of assigned technicians.
  • Working with Service Desk Manager to ensure deliverables are completed on time
  • Monitor Service Desk tickets to ensure Service Levels are met