TOC Service Desk Analyst - placement - Apex Systems

Job#: 2028446

Job Description:

Below is the full job description, if interested in applying for this position please email a copy of your updated resume and the best time to connect over the phone to Louie at [email protected] 
Job Title: Service Desk Analyst 
Contract Type/Length: 6-Month Contract to Hire
Pay Rate Range: $26.45/HR-$31.25/HR and $55,000-$65,000
Required Clearance: Processed for a DHS EOD Public Trust Required
Location/Hours of Operation: Hybrid, three days onsite in Arlington, Virginia.
Multiple shifts include: Monday-Friday 6:00am-3:00pm, Monday-Friday 7:00am-4:00pm, Monday-Friday 8:00am-5:00pm, Monday-Friday 10:00am-7:00pm and Monday-Friday 1:00pm-10:00pm. 
Job Summary:

• 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.

Nice to Have Qualifications:

• HDI Certified
• CompTIA A+ Certified
• CompTIA Network+ Certified
• CompTIA Security+ Certified

Required 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.

Daily Responsibilities:

• 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.
• Set up new employees, and off-board employees.
• Manage user accounts via Active Directory console.
• Map network drives, install and troubleshoot software/hardware issues, and network.

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 [email protected] or 844-463-6178.

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 [email protected] or 844-463-6178.