End User Technician

Job#: 3012845

Job Description:

Apex Systems has an immediate opening for an End User Support Technician with one of our GovCon clients supporting a DHS program. The End User Support Technician will work on-site incidents and tasks to resolution in a 24/7/365 environment at the DHS HQ St Elizabeths Campus in Washington, DC. As an End User Support Technician you're responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. You will be responsible for delivering professional, high-quality service directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. EUS technicians support, test and troubleshoot a variety of technologies (desktops, laptops, tablets, video teleconferencing units, print devices, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space. If you are interested in learning more, please send your most up-to-date resume to Anna Susie at .

Location: Washington, DC

Duration: 6 month contract-to-hire

Clearance: Must be eligible to obtain/maintain a TS/SCI clearnace; must obtain a DHS EOD prior to start date

Conversion Salary: $85,000

Schedule: 40 hour work week - weekends (Fri-Sun) 10pm-10am or weekdays (Mon-Thur) 9:30pm-5:30am

Responsibilities:

• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigates and resolves all connectivity issues related to IT equipment.
• Performs daily checks with customers and their support staff.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides end user equipment life cycle replacement support.
• Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train in systems and network administration.
• Perform additional duties as assigned.

Qualifications:

• Bachelor's degree and 5+ years of relevant experience, or equivalency
• Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
• Experience with patch management software (e.g., SCCM and InTune)
• 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
• Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
• ITIL v4 Foundation certification (not required to start but expected to obtain in first six months)
• Ability to travel locally within National Capital Region
• Physically capable of lifting and moving fifty (50lbs)
• Able to work in confined spaces
• Available to work 12-hour shifts including federal holidays and weekends.

Preferred Qualifications:

• Previous DHS or DoD experience
• The following certifications is highly desired:
  • Relevant hands-on Microsoft Windows administrator certification
  • COMPTIA A+, Network+, or Security+
  • Cisco Certified Network Associate (CCNA)
  • ITIL Foundation
• 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 or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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.