Job#: 3058162 Job Description:Service Desk Analyst
Location: Oxon Hill, MD (Hybrid)
Role Overview
This organization is seeking a professional, customer-oriented Service Desk Analyst to join our enterprise-level support team. The selected candidate will provide high-quality technical assistance, resolving service requests and incidents in a fast-paced environment. This position offers excellent opportunities for professional growth and career advancement within the information technology field.
Key Responsibilities
- Provide frontline support as the first point of contact for technical service requests and incidents.
- Resolve incoming inquiries utilizing professional communication skills and telephone etiquette.
- Document all incidents and service requests accurately within the ServiceNow ticketing system.
- Troubleshoot desktop, laptop, software, and hardware issues, leveraging remote control technology.
- Perform password resets and user account administration.
- Analyze and resolve complex technical issues escalated by junior-level analysts.
- Utilize advanced technical skills to set up shared drives, map network drives, and manage software installations or upgrades.
- Follow standard operating procedures and knowledge base articles to maintain high customer satisfaction ratings.
Required Qualifications
Education: Bachelor's degree and a minimum of 3 years of experience, or an Associate's degree and 7 years of experience. A minimum of 9 years of experience is accepted in lieu of a degree.
Experience: Documented experience troubleshooting Windows operating systems, Microsoft Office products, and various web browsers such as Microsoft Edge and Mozilla Firefox.
Technical Skills: Proficiency with ServiceNow or similar service management software, remote troubleshooting tools, Active Directory administration, and software patch management systems.
Preferred Qualifications
- CompTIA A+ certification.
- Experience working in a structured call center or help desk environment.
- Familiarity with Problem Management best practices and processes.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.
Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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