Job#: 2054678
Job Description:
For immediate response, please send WORD resume to [email protected]New Year, New Beginnings - TS/SCI Cleared Helpdesk Support II/III - Elkridge, MD (100% ONSITE)
**Contract goes until 2030**
Helpdesk II (1 Opening): $20/hr.
Helpdesk III (2 Openings): $30/hr. (potential flexibility)
Must be open to all shifts 24/7 environment
- Day Shift: 6 AM - 2 PM
- Swing: 2 PM - 10 PM
- Night: 10 PM - 6 AM
MUST HAVE:
- Must be eligible to obtain and maintain Active Top Secret (open to CI Poly) | Security+ CE
- High School & 1-6 Years of Experience
- Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
- Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
- Ability to resolve technical and other types of issues with little oversight
HOW A HELPDESK TECHNICIAN WILL MAKE AN IMPACT:
- Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
- Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users entries, as well as determine if there are sufficient controls to escalate issues according to priority.
- Performs user account management per the Account Management Plan.
- Performs advanced software installations and upgrades to operating systems and layered software packages.
- Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
- Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
- Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
- Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
- Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
- Collects and evaluates incident reporting practices and operations.
- Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
- Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.
- Will be responsible to assist in managing and modernizing LAN cabling.
- Maintaining and updating records and tracking databases.
- Alerting management to recurring problems and patterns of problems.
#clearance
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 [email protected] or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
VEVRAA Federal ContractorWe request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.