Tier 1 Helpdesk in Falls Church, VA at APEX Systems

Date Posted: 8/2/2019

Job Snapshot

Job Description

Job #:  995342

  • DOD 8570 IAT Level I, II, or III certification required: A+, Network+, or Security+ CE
  • Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer required.
  • Superb verbal communication skills; comfortable working on the telephone and responding to calls.
  • Clearance requirement: Must have a fully adjudicated T3 level investigation with Public Trust eligibility, or higher
  • Knowledge of Information Technology network and systems technologies, processes, and methodologies required.

  • B.S. Computer Science or equivalent education and experience desired
  • At least 1+ years of previous Help Desk experience.
  • At least 1+ years' of previous Customer Service experience or Call Center environment.
  • 1+ years of experience in the IT field
  • Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred.
  • Candidates with current active DOD Security Clearances of Public Trust or Secret preferred.

  • Answer calls coming into the Tier 1 Help Desk by the third ring.
  • Create a customer incident in Remedy, the call tracking software for every call answered.
  • Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
  • Ability to assist clients with hardware and software support via telephonically.
  • Coordinate with team to ensure rapid response times and follow-up with customers.
  • Ensure that all VIP calls are responded to immediately.
  • Develop professional working relationship with customer to better understand business needs.
  • Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.
  • Provide technical support to end users on a variety of issues.
  • Identify, research and resolve technical problems.
  • Respond to telephone calls, emails and personnel requests for technical support.
  • Document, track and monitor the problem to ensure a timely resolution.
  • Update and develop CAC policies and procedures.
  • Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements.
  • Advise management of potential risks that may have impact on customer base and operating environment.

IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, 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 844-463-6178-6178.