Helpdesk Analyst in Oxon Hill, MD at APEX Systems

Date Posted: 2/5/2018

Job Snapshot

Job Description

Job #:  811420

Apex Systems is seeking a Helpdesk Technician to support a large Department of Homeland Security contract at the National Harbor in Ft. Washington, MD. The Helpdesk Technician will work alongside 20-25 other Helpdesk personnel to resolve ~15,000 tickets (monthly) through Remedy 9.1 software.

This role can be considered on a long term contract basis. If interested and qualified, please send resume to Amber Smigielski at

Job Duties and Responsibilities: 

  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support  
  • 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 to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting



  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
  • Experience with patch management software (e.g., SCCM)
  • Experience installing, upgrading, and removing software
  • Experience using Remedy service management software (or similar tool) 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
  • Ability to obtain DHS EOD  



  • COMPTIA A+, or Network+, or Security+ Certification
  • MCP, ITIL v3, HDI Certification
  • Knowledgeable of Configuration Change Management best practices


Experience and Education Requirements: 

Requires Bachelor’s degree (or equivalent) and 5+ years of related technical help desk experience.