Service Desk Technician

2 weeks ago

New York, United States Apex Systems Full time

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 requires a minimum of 3 days 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. You’ll Bring These Qualifications: Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD) Bachelor’s degree or equivalent + 3 applicable years 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 These Qualifications Would Be Nice to Have Fill: COMPTIA A+, or Network+, or Security+ Certification HDI Certification Security Clearance Required: None (DHS EOD – Public Trust Required)

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