Demo

Service Desk Agent

Apex Systems
Arlington, VA Full Time
POSTED ON 1/24/2025
AVAILABLE BEFORE 2/21/2025

Apex Systems is seeking multiple Service Desk Agents to join our team in Arlington, Virginia.

Please see below for more details:


The Technical Operations Center (TOC) Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software.

The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement.


This position is full time on-site in Arlington, VA.

We are hiring for multiple shifts to include: 6am to 3pm M-F, 7am to 4pm M-F, 8am to 5pm M-F, 10am-7pm M-F and 1pm to 10pm M-F.


More About the Role:

Serve as first contact for CISA users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.

Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.

Demonstrate strong writing and communication skills, attention to detail, problem solving, and a desire to provide outstanding customer service.

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 and experience to analyze and resolve technical issues and tasks, including but not limited to setting up new employees, off-boarding employees, managing user accounts via Active Directory console, mapping network drives, installing and troubleshooting software / hardware issues, and network troubleshooting.


Required Qualifications:

Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)

Bachelor’s degree or equivalent 3 applicable years or 9 total years of applicable experience

ITIL Foundation certification

Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)

Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers to include Internet Explorer and Mozilla Firefox

Experience with patch management software

Experience installing, upgrading, and removing software

Experience using Service Now service management software 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


Preferred Qualifications:

COMPTIA A , or Network , or Security Certification

HDI Certification

Microsoft certification


Experience and Education Requirements:

Bachelor’s degree or equivalent 3 applicable years or 9 total years of applicable experience


Security Clearance Required: EOD


Summary:

Job Title: Service Desk Agent

Job Type: Full-Time, W2, 6 month contract to hire

Location: Onsite, Arlington, VA

Shift/Schedule: Various

Compensation: $32/hr while on contract & $70k conversion salary


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 employeeservices@apexsystems.com or 844-463-6178.

Salary : $70,000

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Service Desk Agent?

Sign up to receive alerts about other jobs on the Service Desk Agent career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$70,114 - $86,563
Income Estimation: 
$109,702 - $143,233
Income Estimation: 
$150,767 - $193,289
Income Estimation: 
$45,792 - $56,381
Income Estimation: 
$54,256 - $67,602

Sign up to receive alerts about other jobs with skills like those required for the Service Desk Agent.

Click the checkbox next to the jobs that you are interested in.

  • Cash and Receipts Management Skill

    • Income Estimation: $29,500 - $36,608
    • Income Estimation: $32,005 - $39,727
  • Customer Engagement Skill

    • Income Estimation: $28,742 - $52,194
    • Income Estimation: $29,838 - $36,243
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Apex Systems

Apex Systems
Hired Organization Address Charles, LA Temporary
Job# : 2052081 Job Description : Apex Systems is currently searching for an Industrial Engineer to support our DOD clien...
Apex Systems
Hired Organization Address Council, IA Full Time
Position summary : Network Engineer with expertise in Operational Technology (OT) environments that supports the network...
Apex Systems
Hired Organization Address Auburn, AL Contractor
Looking for Desktop Support candidates to support a role in the Auburn, AL area. This position will require onsite work ...
Apex Systems
Hired Organization Address Clemson, SC Temporary
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our...

Not the job you're looking for? Here are some other Service Desk Agent jobs in the Arlington, VA area that may be a better fit.

Sr. Service Desk Agent

CGS Federal (Contact Government Services), Arlington, VA

Sr. Service Desk Agent

CGS Federal (Contact Government Services), Stafford, VA

AI Assistant is available now!

Feel free to start your new journey!