Helpdesk Specialist - Level 1 in Columbia, MD at APEX Systems

Date Posted: 3/8/2018

Job Snapshot

Job Description

Job #:  811732

Help Desk Specialist will join a 24x7 Help Desk support team and serve as first response/Tier 1 support. Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. 

***If interested, send an updated copy of your resume to Gyn Wei at***


The Level 1 Help Desk Specialist shall possess the following capabilities:

  • Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
  • Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
  • If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with applicable processes
  • Assist users with account creation, accessing and using IT systems
  • Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
  • Receive, triage and route tickets to Tier 2 Help Desk according
  • Analyze, log and track issue and problem tickets
  • Compile and organize data for monthly status reports
  • Provide trend analysis and metrics to the Government based on gather data and monthly status reports
  • Provide daily written and oral communications, make recommendations for improving documentation
  • Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement


  • One (1) year demonstrated Help Desk experience
  • Bachelor’s degree in a Technical, Math or Business discipline from an accredited college or University is required
  • Two (2) years of Help Desk experience with an Associates or three (3) years experience may be substituted for a Bachelor’s degree
  • Ability to obtain and maintain a DoD government TS/SCI Full Scope Polygraph clearance