Senior Help Desk Technician in Fort Belvoir, VA at APEX Systems

Date Posted: 4/17/2018

Job Snapshot

Job Description

Job #:  840770

Role: Senior Help Desk Technician

Location: Fort Belvoir, VA

Schedule: 40 hours / week

 

Overview: Apex Systems, the nation’s second largest IT staffing and technology services firm, has an immediate opening for a Senior Help Desk Technician to sit on-site in Fort Belvoir, VA.

 

Our client is seeking a mid-level to senior help desk technician to provide Level 1 and 2 help desk support.

 

To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior agency staff. Therefore you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

 

Qualifications:

  • Record requests for help, answer user questions, or, if necessary, direct support calls to the appropriate technical team member for resolution.
  • Provide telephone and on-line remote software troubleshooting and support for local and offsite users to resolve network and software problems and troubleshoot site problems.
  • Provide deskside assistance as needed, including troubleshooting and replacing desktop equipment.
  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Use Remedy as the help desk software
    • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
    • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
    • Identify training requirements or software fixes to correct any recurring problems identified in the database of user support
    • Notify the program manager of all VIP requests for support that require additional resources which result in a delay of resolution.
  • Documentation:
    • Work with other members of the team to ensure that help desk documentation is complete and up-to-date
    • Provide weekly and monthly status reports

 

Education Requirements:

  • Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications:

  • 3-5 years of directly related experience supporting help desk operations or customer service
  • Experience with Windows Operating Systems and Microsoft Office products.

Certifications and Clearance Requirements:

  • Current active Secret Clearance or Interim Secret Clearance.

 

***As a contract employee of Apex Systems, you are eligible for Health, Dental, Vision and Life Insurance; Shorter Term Disability; Hospitalization Coverage; Direct Deposit; Weekly Pay Periods; Training and Development Programs; Corporate Discounts / Perks and our Referral Program.

 

***Apex Systems is an Equal Employment Opportunity / Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

 

 

 

 

 

 

 

 

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 employeeservices@apexsystemsinc.com or 844-463-6178.