Job Requirements
Remote National Harbor, MD
Dept of Homeland Security Polygraph not specified
Mid Level Career (5+ yrs experience)
Salary not specified
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Job Description
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Job ID: 3035291
Position: Service Desk Analyst (Multiple Openings)
Location: National Harbor - Oxon Hill, MD
Duration: 3-6 Month Contract to Hire
PAY RATE: $26.44/hr. -> 58K Conversion
MUST HAVE:
Ability to Obtain a DHS FEMA Public Trust (Heavy Criminal and Financial Check)
Bachelor’s & 3+ years OR Associate’s & 7+ Years OR 9+ years of experience (NO FLEX)
Experience with ServiceNow and/or Remedy and remote control software
Experience installing, upgrading, and removing software
More About This Role:
The Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.
Duties and Responsibilities:
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer 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 to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
Physical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
Required Qualifications:
Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using ServiceNow service management software (or similar tool) 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
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.
Job ID: 3035291
Position: Service Desk Analyst (Multiple Openings)
Location: National Harbor - Oxon Hill, MD
Duration: 3-6 Month Contract to Hire
PAY RATE: $26.44/hr. -> 58K Conversion
MUST HAVE:
Ability to Obtain a DHS FEMA Public Trust (Heavy Criminal and Financial Check)
Bachelor’s & 3+ years OR Associate’s & 7+ Years OR 9+ years of experience (NO FLEX)
Experience with ServiceNow and/or Remedy and remote control software
Experience installing, upgrading, and removing software
More About This Role:
The Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.
Duties and Responsibilities:
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer 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 to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
Physical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
Required Qualifications:
Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using ServiceNow service management software (or similar tool) 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
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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