Service Desk Agent

4 weeks ago

united states united states us Apex Systems Full time

Apex Systems is seeking multiple Service Desk Agents to join our team in Arlington, Virginia.

Please see below for more details:

The Technical Operations Center (TOC) 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 is full time on-site in Arlington, VA.

We are hiring for multiple shifts to include: 6am to 3pm M-F, 7am to 4pm M-F, 8am to 5pm M-F, 10am-7pm M-F and 1pm 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 communication 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 new employees, off-boarding employees, managing user accounts via Active Directory console, mapping network drives, installing and troubleshooting software / hardware issues, and network troubleshooting.

Required Qualifications:

Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)

Bachelor's degree or equivalent + 3 applicable years or 9 total years of applicable experience

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 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

Preferred Qualifications:

COMPTIA A+, or Network+, or Security+ Certification

HDI Certification

Microsoft certification

Experience and Education Requirements:

Bachelor's degree or equivalent + 3 applicable years or 9 total years of applicable experience

Security Clearance Required: EOD

Summary:

Job Title: Service Desk Agent

Job Type: Full-Time, W2, 6 month contract to hire

Location: Onsite, Arlington, VA

Shift/Schedule: Various

Compensation: $32/hr while on contract & $70k conversion salary

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 employeeservices@apexsystems.com or 844-463-6178.

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