Security-Cleared Service Desk Analyst (Contract to Hire)

Apex Systems; Oxon Hill (MD); On-site; USD 30,000 - 43,000; Part time

Job summary

Apex Systems is seeking a Service Desk Analyst at National Harbor/Oxon Hill, MD on a 3-6 month contract to hire basis. U.S. citizens able to obtain a DoD security clearance are required, with willingness to undergo heavy criminal and financial checks.

The role focuses on customer service, incident handling, and remote support using tools like ServiceNow or Remedy and BOMGAR. You will troubleshoot Windows environments, manage patches, and work to meet service levels in a fast-paced setting.

Qualifications

• Ability to obtain DHS FEMA Public Trust.
• Bachelor's degree with 3+ years or Associate's with 7+ years or 9+ years of experience (NO FLEX).
• Experience with ServiceNow and/or Remedy and remote control software.
• Experience installing, upgrading, and removing software.

Responsibilities

• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrate 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 problems.
• Utilize 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 troubleshooting.
• Physical 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.

Skills

ServiceNow

Remedy

Remote control tools

Windows troubleshooting

Patch management (SCCM)

Active Directory

Software installation

Problem management

Education

Bachelor's degree

Associate's degree

Tools

BOMGAR

SCCM

Job description

Apex Systems is seeking a Service Desk Analyst at National Harbor/Oxon Hill, MD on a 3-6 month contract to hire basis. U.S. citizens able to obtain a DoD security clearance are required, with willingness to undergo heavy criminal and financial checks.

The role focuses on customer service, incident handling, and remote support using tools like ServiceNow or Remedy and BOMGAR. You will troubleshoot Windows environments, manage patches, and work to meet service levels in a fast-paced setting.