Service Desk Analyst (Nights/Weekends)

For immediate response, please send to jbowser@apexsystems.com: WORD resume and best time to speak!Job ID: 3023742Position: Service Desk Analyst - NIGHT/WEEKEND SHIFTLocation: Oxon Hill, MD (REMOTE after training)Duration: 6 Month Contract to Permanent Hire with the ClientMUST HAVE:Ability to Obtain a DHS Public Trust (Heavy Criminal and Financial Check)Bachelor’s & 3+ years OR Associate’s & 7+ Years OR 9+ years of experienceExperience with ServiceNow and/or Remedy and remote control softwareExperience installing, upgrading, and removing software Training (1 Month ONSITE): Monday – Friday, 8 AM - 4:30 PM Shift (REMOTE): Wednesday 1am-7am and Thursday-Saturday 7pm-7am (10 hour shift) Pay Rate: $26.44/hr. à $60-65K Conversion We are seeking a Service Desk Analyst – Nights and Weekends to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 20,000+ user community within the Department of Homeland Security (DHS) 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 supportDemonstrate 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 problemsUtilize 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 troubleshootingPhysical 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 FirefoxExperience with patch management software (e.g., SCCM)Experience installing, upgrading, and removing softwareExperience 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 & administrationKnowledgeable of Problem Management best practice and processes Desired Qualifications:ITIL v4 certification (must obtain within 6 months of hire)HDI CertificationMCP CertificationCOMPTIA A+, or Network+, or Security+ CertificationKnowledge of Configuration Change Management best practices EEO EmployerApex 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.