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    Service Desk Technician - Arlington, United States - Apex Systems

    Apex Systems
    Apex Systems Arlington, United States

    3 weeks ago

    Apex Systems background
    Technology / Internet
    Description

    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.

    This position requires a minimum of 3 days on-site in Arlington, VA.

    We are hiring for multiple shifts to include: 6am to 3pm M-F, 7am to 4pm M-F, 8am to 5pm M-F, 10am-7pm M-F and 1pm to 10pm M-F.

    • More About the Role: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, including but not limited to setting up new employees, off-boarding employees, managing user accounts via Active Directory console, mapping network drives, installing and troubleshooting software / hardware issues, and network troubleshooting.
    • You'll Bring These 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
    • These Qualifications Would Be Nice to Have Fill:COMPTIA A+, or Network+, or Security+ Certification
    • HDI Certification

    Security Clearance Required: None (DHS EOD – Public Trust Required)

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