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Service Desk Analyst, Mid in Oxon Hill, MD at APEX Systems

Date Posted: 4/16/2019

Job Snapshot

Job Description

Job #:  926836

Title: Service Desk Analyst 

Location: National Harbor Maryland

Length: Contract to HIRE

Perks: Free parking with easy access to several restaurants along the water

Culture: Fast-paced and energetic in a positive, team-based environment

Clearance: EOD (Entry On Duty)

If interested, please send an updated resume to Oliver Molina at and best times to discuss.

Position Summary:   

Qualified candidates will provide mid-level support for an Information Technology (IT) Help Desk which receives and resolves 15,000 tickets monthly through the ServiceNow service management software.  The IT Help Desk supports a 10,000+ user community.

Candidates must be US citizens able to obtain and/or maintain a DHS suitability as a condition of employment. 

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 ServiceNow 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 

Preferred Qualifications:

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

Experience and Education Requirements: 

  • Bachelor’s degree and 3+ years of relevant experience




If interested, please send an updated resume to Oliver Molina at and best times to discuss.









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 844-463-6178