Overview
On Site
Compensation information provided in the description
Full Time
Skills
BMC Remedy
Project Management
Performance Management
Preventive Maintenance
Service Desk
Service Level
Attention To Detail
Conflict Resolution
Problem Solving
Customer Support
Bomgar
Laptop
Mapping
Network
Microsoft Windows
Microsoft Office
Internet
Microsoft
Firefox
Patch Management
Microsoft SCCM
ServiceNow
Service Management
Operating Systems
Active Directory
Problem Management
ITIL
Microsoft Certified Professional
Network+
Security+
Change Management
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Apex
Oracle Application Express
Job Details
Job#: 2084562
Job Description:
For immediate response, please send to : WORD resume and best time to speak!
Position: Service Desk Analyst (4 OPENINGS)
Location: Oxon Hill, MD (100% ONSITE)
Duration: 6 Month Contract to Hire
MUST HAVE:
Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday
Pay Rate: $26.44/hr. $55K
Job Description:
Our client is seeking a Service Desk Analyst to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 20,000+ user community within the Department of Homeland Security (DHS)
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.
Responsibilities:
Qualifications:
Desired:
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.
Job Description:
For immediate response, please send to : WORD resume and best time to speak!
Position: Service Desk Analyst (4 OPENINGS)
Location: Oxon Hill, MD (100% ONSITE)
Duration: 6 Month Contract to Hire
MUST HAVE:
- Ability to Obtain a DHS Public Trust | Bachelor's & 2+ years OR 6+ Years
- Experience with ServiceNow and/or Remedy and remote control software
- Experience installing, upgrading, and removing software
Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday
Pay Rate: $26.44/hr. $55K
Job Description:
Our client is seeking a Service Desk Analyst to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 20,000+ user community within the Department of Homeland Security (DHS)
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.
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.
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 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
Desired:
- ITIL v4 certification (must obtain within 6 months of hire)
- HDI Certification
- MCP Certification
- COMPTIA A+, or Network+, or Security+ Certification
- Knowledge of Configuration Change Management best practices
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.