Service Desk Analyst

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Job ID : 3033470


Position : Service Desk Analyst - DAY SHIFT (2 OPENINGS)


Location : Oxon Hill, MD (100% ONSITE)


Duration : 6 Month Contract to Permanent Hire with the Client


PAY RATES:

• DAY SHIFT (2 OPENINGS): $26.44/hr. à $50-55K Conversion

MUST HAVE:

• Ability to Obtain a DHS Public Trust (Heavy Criminal and Financial Check)
• Bachelor's & 3+ years ORAssociate's & 7+ Years OR 9+ years of experience
• Experience with ServiceNow and/or Remedy and remote control software
• Experience installing, upgrading, and removing software

SHIFTS:

Day:

• Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday

More About This Role:

The Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.


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
• Physical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.

Required Qualifications:

• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge 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


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 View phone number on click.appcast.io.


Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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