ESD Manager

Job#: 2089421

Job Description:

Service Desk Lead - Apex Systems

Location: Fort Bragg, NC

Clearance Required: TS/SCI

Pay Rate: Flexible + earned sick leave, and paid federal holidays

Shift: M-F normal working hours, or 4 10s M-Th

How to Apply:

Interested candidates should apply directly and send an updated resume to Julissa Rowell at with relevant certifications

Job Description:

• Manages all activities related to the staffing and operation of an information systems help desk
• Plans, prioritizes, and schedules help desk activities to ensure continuity of service
• Leads, directs, evaluates, and develops help desk staff to ensure that users receive competent and timely service
• Analyzes help desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved
• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored
• Develops problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine
• Evaluates Help Desk Systems and Processes for efficiencies and recommend improvements, as needed
• Respond to more complex, escalated enquiries from team members
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
• Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.
• Provide support for implementation, troubleshooting and maintenance of IT systems.
• Manage IT system infrastructure and any processes related to these systems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier I issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• Possesses comprehensive knowledge of desktop operating systems and applications

Requirements:

Education: Bachelor's Degree with 12 years of experience

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.