Help Desk Analyst I - Non Exempt in Owings Mills, MD at APEX Systems

Date Posted: 6/5/2018

Job Snapshot

Job Description

Job #:  854998

Apex System’s, the nation’s 2nd largest IT staffing firm, has an immediate opening for a Helpdesk support candidate for one of our large commercial clients in the Baltimore, MD area. If you or someone you know is interested, please send an updated resume to Gary Hodgson at

Role: Helpdesk

Location: Baltimore, MD area

Duration: Long term rolling contact

Compensation: Based off experience



  • All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment.
  • In addition, they should have a strong technical understanding of the various hardware, software and networking systems being supported. Employer requirements depend on the help desk position level.
  • Tier 1, an entry-level position, normally requires less than two years of work experience and may require an associate’s degree or completion of coursework at a technical school.
  • Tier 2 positions typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting.
  • Tier 3 positions often require four or more years of help desk experience, a bachelor’s degree in computer science or a related field and/or professional certification, such as HDI?s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation.
  • Typical duties include: Tier 1 Taking initial telephone or e-mail inquiries and troubleshooting and managing relatively simple hardware, software or network problems that can be resolved in five minutes or less Recognizing and escalating more difficult problems to Tier 2 support Logging call activity.
  • Tier 2 duties include: Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1 support and may require five to 15 minutes to settle
  • Using judgment and making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone or e-mail and will require an on-site visit to the user’s PC or workstation.









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 844-463-6178.