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Service Desk Agent

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Oxon Hill, United States Apex Systems Full time

Apex Systems is seeking a Tier 1 Help Desk Specialist to support the Department of Homeland Security in National Harbor, MD. This position under general supervision, assists users with government client-issued proprietary databases, software, software configuration control and systems. Functions as a mid-level subject matter expert in legacy customized client systems.


Position: Service Desk Agent

Location: Hybrid – 3 days remote, 2 days onsite in National Harbor, MD

Hours: Sunday-Thursday 2PM-10PM

Compensation: $62,000/yr + full benefits


Position Summary:

Responsible for oversight of collection of incident information through VIP and customer conversation and self-service tools. Under general supervision, assists VIP’s and users with government client issued proprietary databases, software, software configuration control and systems. Functions as a mid-level subject matter expert in legacy customized client systems. Prioritizes and tracks VIP incidents and requests from identification through resolution ensuring a quality and timely end-to-end customer experience. Conducts initial assessment, triage, research and resolution for VIP incidents and requests regarding the use of application software products and/or infrastructure components. Communicates effectively and promptly on progress and status. Engages other appropriate resources to resolve VIP incidents by coordination, as necessary. Executes against established Service Level Agreements (SLAs). Documents resolutions and updates self-help and staff knowledge bases. Works with management and other Tier 1 Help Desk staff to identify recurring issues for VIP’s and to develop ideas for enhancing the quality and timeliness of VIP support.

Job Duties and Responsibilities:

This role is for an IT specialist in support of Tier 1 operations for a large, complex government enterprise environment. The overall objective of the work is to perform first contact resolution of VIP Help Desk calls that relate to computer use typical of desk-based and remote operations environments. Primary focus is on creation of properly documented tickets for VIP issues received to include timely, accurate and detailed communication until resolution. Secondary focus is on assisting non-VIP customers by utilizing technical knowledge for Windows 7/10 OS platforms and the ability to triage and remedy issues on a first call resolution . In addition, there is the need to coordinate with other support groups to resolve issues that go beyond the Tier 1 level. This includes coordination with Tier 2 field operations team, other help desks and management personnel.


Support responsibilities and requirements include:

  • Use troubleshooting or problem isolation techniques to expedite and facilitate the identification and resolution of reported VIP issues and requests
  • Diagnose and repair VIP problems in a manner that prevents future errors and problems
  • Leverage technical background to guide troubleshooting and incident management for VIP support
  • Demonstrate sound customer service and telephone etiquette in responding to VIP customer calls or inquiries
  • Demonstrate strong attention to detail, problem solving and a desire to provide outstanding customer support
  • Willingness to quickly respond and achieve management requirements
  • Develop and update Help Desk documentation to include training/policy documentation, quick reference guides and help sheets\

Minimum Qualifications:

  • BA/BS in relevant field, 3+ years relevant IT experience or 9 years of experience
  • Prior Help Desk experience (2-4 years)
  • Prior ServiceNow experience (2-4 years)
  • Able to obtain DHS Suitability clearance
  • Experience with Active Directory management and administration

Desired Qualifications:

  • HDI Customer Service Representative Certification (HDI-CSR)
  • ITIL v3 Certification
  • Office 365