Help Desk Specialist (Tier 1) in Rockville, MD at APEX Systems

Date Posted: 8/5/2018

Job Snapshot

Job Description

Job #:  855475

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 Chris Harless 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









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.