Help Desk Technician

3 weeks ago

Montgomery, United States Apex Systems Full time

SHIFT WORK 3p - 12a onsite


Must have skills/experience/certs and/or technologies:

• Associates degree in Information Technology Computer Science or equivalent 2 – 3 Years of relevant experience

• Certifications desired: A+, Network+, or CompTIA Security+ CE etc. DoD 8570 Certified

Qualifications and experience

• Experience using Remedy and SolarWinds.

• 2 years of experience supporting end-users of networked computers (laptops/desktops)

• Strong interpersonal and organizational skills while working within a team environment

• Strong troubleshooting and problem-solving skills

• Knowledge of Active Directory

• Minimum of 3 years of progressive experience in a call center/service desk environment

• Microsoft Word, Excel, PowerPoint, and Outlook, Adobe CC

• Must have a DoD Secret Clearance

Formal Job Description:

• Provides user support and troubleshooting as part of a 24 / 7 support team

• Serves as the single point-of-contact (POC) for IT interruptions to Air Force command and control (NOSC/AMAC/AFPEDC), base, or MAJCOM sustaining engineers, and the PMO office for the AFNet-S

• Tier 2 Service Desk

o Initial response to incoming incident and request tickets escalated from Comm Focal Points, Base Comm Squadrons, NOS, and system-generated actionable events

o Responsible for patching and upgrades for remediation of vulnerabilities

o Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues in response to AF Help Desk Tickets

• Provide accurate, detailed, and timely updates to tickets and projects

• Respond to assigned incident tickets and update or close upon resolution

• Monitor the network, applications, configurations, server configurations, netflows, logs, device tracker, virtualization, database performance, storage performance, and patch management

• Identify, document, and resolve end-user issues/problems encountered on network/computing equipment

• Executes and participates in System Acceptance Testing

• Coordinate with Service Desk Manager for performance of asset inventory, hardware orders, equipment movement, and shipping needs

• Adhere to strict Information Systems security guidelines in all cases.

• Implement appropriate processes for data protection, disaster recovery, and failover procedures

• Able to communicate effectively at all levels of the organization, with internal or external customers, in written and oral format

• Other project support as needed


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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