Help Desk Specialist (Tier 1.5) in Rockville, MD at APEX Systems

Date Posted: 6/5/2018

Job Snapshot

Job Description

Job #:  855478

Help Desk Specialist
Apex Systems is seeking several Tier 1 and Tier 1.5 Help Desk Specialists for a recently awarded Federal contract in Rockville, MD. If qualified and interested, please send resume to Angela Woehler at 

Duties and Responsibilities 
Provide technical support via telephone, e-mail, and in-person, to our Federal Government customer. Provide first-level support solutions for hardware, software, and applications, or escalate to Tier II as necessary. Collaborate with IT team and vendors to provide excellent customer service. Report any server or application outages. Consult with lead technicians to resolve user problems as necessary. 

Minimum Qualifications 

•  High School diploma

•  Must be flexible to support call center from 0600 to 2100 Monday – Friday

•  Must be able to obtain and maintain Public Trust clearance

Preferred Qualifications 

•  MCP

•  A+

•  Some college or college degree

Required Knowledge, Skills, and Abilities 

  • Excellent customer service skills
  • Ability to remain focused
  • Ability to follow procedural guidelines and document thoroughly
  • Good communication skills
  • Ability to interact with customers in a polite and professional manner
  • Exceptional telephone etiquette
  • Strong listening skills
  • Effective conflict resolution skills including appropriate handling of angry or frustrated clients