Service Desk, Richmond, VA
Overview

The Enterprise Service Desk serves as the nucleus of DeCA's IT infrastructure support operations. Information Technology (IT) support originates through the utilization of automated enterprise services call tree and the Ticket application service management suite. This shall be full service support for all Government-owned desktop equipment and desktop software inDeCA's environment to include mobile device, multi-media, and collaboration servicesupport.

Responsibilities

Responsibilities include:

• Provide Service Desk support (Tier 1).
• Answer all calls routed or transferred to their respective calling queue.

Knowledge/Experience must include:

• Customer Service/Support
• Windows/MacOS/Linux/Unix/Chrome/Android
• Networked Printers/Multi-Function Devices
• Mobile Device Support
• Defense Enterprise Provisioning Online (DEPO)
• Active Directory
• DHCP
• DNS
• Microsoft Office Suite incl. SharePoint
• Touch Labor | Break/Fix
• Remote Troubleshooting
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (e.g. BMC Remedy/ServiceNow/SolarWinds/Ivanti)
• Excellent Oral/Written Communication

Qualifications

• Associates Degree or HS/GED + 3 yrs in Windows Computing Environment
• Baseline Certification (required): CompTIA Security+ CE / CySA+ / SSCP / GSEC
• Computing Environment Certification in at least 1 area (required):
  • CompTIA: ITF+, A+ CE, Network+ CE
  • Microsoft: Microsoft M365 Fundamentals, Windows OS Fundamentals
  • HDI: Desktop Support Technician, Support Center Analyst
• Training (required): Must complete an ITIL Course (ITIL v4 recommended)
• Secret Clearance (preferred - we will sponsor)

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 844-463-6178 .

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 ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.