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Helpdesk Technician

Apex Systems Chantilly Contractor
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Apex Systems is actively sourcing for Tier 1 Help Desk Support Technicians to support a federal client of ours on a long term contract. If you are interested in learning more, please email an updated resume and contact information to Vivian Hite at Email blocked - click to apply 

Job Overview:

Position: Help Desk Technician

Location: Chantilly, VA

Contract Duration: Long-term/multi-year

Schedule: Varies** Requires flexibility (swing/rotating shifts) 

Required: Candidates must be U.S. Citizens, and able to obtain and/or maintain a DHS EOD as a condition of employment. Investigation takes 8-10 weeks to process.

Job Description:

  • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. 
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. 

Requirements:

  • High school Diploma/GED with at least 1 year of relevant experience.
  • Experience working with Remedy and ability to troubleshoot blackberries and smartphones
  • At least one year of IT call center or Help desk experience
  • Willing to work flexible shifts
  • Experience using a ticketing system, such as Remedy or Service Now
  • Basic understanding of MS Office 2007/2010 and the ability to troubleshoot Windows XP issues

Other qualifications include:

  • Excellent communications skills 
  • Organization skills to balance and prioritize work 
  • Ability to work in a team environment 

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

 

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Help Desk
Troubleshooting (Problem Solving)
Problem Management

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Helpdesk Technician
Estimated Salary: $88K
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Job ID: 871485

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WHAT WE DO:

Apex Systems is a division of the 2nd largest IT staffing and services firm in North America. From consulting to staff augmentation, we connect top tech talent with great companies in all industries.

OUR CREDENTIALS: 

Apex earned Inavero’s Best of Staffing™ Client Diamond and Talent Awards for providing superior service to clients and job seekers, putting the company in the top 2 percent of all U.S. staffing agencies.

SUPPORTING OUR CONTRACT EMPLOYEES:

We take the time to understand a candidate’s talents and needs to ensure a good match with companies for contract, contract-to-hire, and direct hire positions. Each recruiter within Apex is focused on a specific skill area within infrastructure, applications, and project management. This focused discipline enables our local recruiters to work directly with our candidate’s and focus their talent on the right position at the right time.

WHO OUR CUSTOMERS ARE: 

We serve Fortune 500, mid-market, and emerging companies from a wide variety of industries, including communications, energy, financial services, government services, healthcare, technology, and utilities. 

WHERE WE ARE: 

Apex has branches in over 70 locations across the U.S. and Canada and more than 1,000 employees dedicated to supporting the needs of our clients and contract team members. Visit www.apexsystems.com to find a local branch or connect with an Account Manager or Recruiter.

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