Today
Top Secret/SCI
IT - Hardware
Elkridge, MD (On-Site/Office)
For immediate response, please send to jbowser@apexsystems.com: WORD resume, desired hourly rate, and best time to speak!
Position: Helpdesk Support II/III
Location: Elkridge, VA (100% ONSITE)
Duration: Long Term Contract, Goes through 2030
SLATED TO START Late January/Early February
**Contract goes until 2030**
Helpdesk II (1 Opening): $20/hr.
Helpdesk III (2 Openings): $30/hr. (potential flexibility)
Shifts (Eastern Time Zone):
Days 6am -2pm
Swings 2pm -10pm
Mids 10pm-6am
Additionally, there will be an on-call rotation for the helpdesk, to support 24/7 operations (Weekends + Holidays). They prefer candidates are open to multiple shifts
MUST HAVE:
• Active Top Secret (open to CI Poly) | Security+ CE
• High School & 2-6 Years of Experience
• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
• Ability to resolve technical and other types of issues with little oversight
HOW A HELPDESK TECHNICIAN WILL MAKE AN IMPACT:
• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to operating systems and layered software packages.
• Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
• Collects and evaluates incident reporting practices and operations.
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
• Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.
• Will be responsible to assist in managing and modernizing LAN cabling.
• Maintaining and updating records and tracking databases.
• Alerting management to recurring problems and patterns of problems.
Position: Helpdesk Support II/III
Location: Elkridge, VA (100% ONSITE)
Duration: Long Term Contract, Goes through 2030
SLATED TO START Late January/Early February
**Contract goes until 2030**
Helpdesk II (1 Opening): $20/hr.
Helpdesk III (2 Openings): $30/hr. (potential flexibility)
Shifts (Eastern Time Zone):
Days 6am -2pm
Swings 2pm -10pm
Mids 10pm-6am
Additionally, there will be an on-call rotation for the helpdesk, to support 24/7 operations (Weekends + Holidays). They prefer candidates are open to multiple shifts
MUST HAVE:
• Active Top Secret (open to CI Poly) | Security+ CE
• High School & 2-6 Years of Experience
• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
• Ability to resolve technical and other types of issues with little oversight
HOW A HELPDESK TECHNICIAN WILL MAKE AN IMPACT:
• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to operating systems and layered software packages.
• Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
• Collects and evaluates incident reporting practices and operations.
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
• Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.
• Will be responsible to assist in managing and modernizing LAN cabling.
• Maintaining and updating records and tracking databases.
• Alerting management to recurring problems and patterns of problems.
group id: apexsan
