Service Desk Analyst

##

Job Description # Service Desk Analyst
** Position**:
Service Desk Analyst (3 OPENINGS)
** Location**:
Oxon Hill, MD (100% ONSITE)
* Ability to Obtain a DHS Public Trust | Bachelor’s & 2+ years OR 6+ Years
* Experience with Service Now and/or Remedy and remote control software
* Experience installing, upgrading, and removing software
* 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.
* 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 using Service Now 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
* ITIL v4 certification (must obtain within 6 months of hire)
* HDI Certification
* MCP Certification
* COMPTIA A+, or Network+, or Security+ Certification
* Knowledge of Configuration Change Management best practices
* 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 Clearly Rated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click
* * for more details.
* #J-18808-Ljbffr