Help Desk Tier 1 - Chantilly

Help Desk Tier 1 - Chantilly

Vacancy expired!

If you are interested in applying, please email your resume to Alex Prisinzano at

Job Title: Helpdesk Specialist

Location: Chantilly, VA

Contract: Contract-to-hire

Clearance: Top Secret

Job Description:

We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.

Responsibilities include:

• Provide quality customer service and IT support to users all over the world in a dynamic and fast paced environment
• Provide over-the-phone and online troubleshooting support (calls and self-service) for users with varying degrees of computer skills
• Triage and troubleshoot all manner of IT issues, including account/authentication issues, hardware and software issues, network and VPN issues, and issues relating to mobile devices.
• Provide detailed documentation of steps taken to resolve user's issues within the ticketing system; including initial diagnosis and all pertinent information
• Unlock accounts and reset passwords for users on multiple networks
• Install common software via endpoint management systems
• Resolve at least 70% of all interactions on first contact
• Provide remote desktop support using RDP and other methods
• Provide users with the status of their open ticket(s) and serve as intermediary between users and technical support groups in the IT Branch

Qualifications:

• Excellent oral and written communications skills with customers and peers; demonstrated success in handling customers challenges
• Demonstrated success in a team environment
• Prior experience in any customer service or customer-facing role is strongly desired
• Demonstrated ability to learn new techniques and procedures and adapt to change
• Prior experience with IT ticketing systems such as BMC Remedy or HP Service Manager
• 1+ years of experience supporting users in an IT Support role is desired
• Some college (Associate's or Bachelor's Degree)or equivalent experience; CompTIA, HDI, or ITIL Foundations certification

Requirements:

• 7+ years of experience with virtualization and systems administration
• 3+ years of experience with US Government implementations
• 2+ years of experience using Nutanix
• Knowledge of multiple vendor technologies, such as VMware, Microsoft Hyper V or Nutanix
• Knowledge of multiple Cloud solutions providers such as AWS, Azure, or Google Cloud
• Ability to document requirements and translate them into viable solutions
• Ability to obtain Nutanix Certified Professional Certification within 180 days of hire
• Ability to obtain IAT II Certification within 30 days of hire

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 or