Service Desk Specialist

Apex Systems; North Carolina; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is looking for a dedicated Service Desk Specialist to join their team. This role focuses on providing exceptional help desk support, ensuring the reliability of critical communication and information systems. As a key player, you will assist customers with technical issues, document solutions, and work closely with a team to escalate complex problems. The ideal candidate will have a strong background in IT support, excellent customer service skills, and the ability to thrive in a fast-paced environment. If you are passionate about technology and eager to contribute to mission success, this opportunity is perfect for you.

Qualifications

• Recent helpdesk experience with Active Directory user management.
• Must hold an active TS-SCI Security Clearance and CompTIA Security+ Certification.

Responsibilities

• Provide first contact and incident resolution for hardware and software issues.
• Document incident status and solutions using incident database tools.

Skills

Help Desk Support

Customer Service

Active Directory

Computer Troubleshooting

Windows Applications

Education

High School Equivalent

Associate's Degree

Bachelor's Degree

Master's Degree

Tools

Incident Database Tools

STIGs & IAVA Implementation Tools

Job description

Position : Service Desk Specialist - 3rd Shift

Client: Government

Location : Fully onsite at Fort Liberty, NC

Clearance Requirement : Candidates must hold an active TS-SCI Security Clearance and CompTIA Security+ Certification to be considered for this role.

Shift Hours:

Project Description: We are seeking Help Desk or IT Support candidates to ensure reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including networks, hardware, software, engineering, and specialized tools at the point of customer need to support the client's mission.

Day-to-Day Responsibilities:

• Provide first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.
• Deliver polite and friendly customer service.
• Attempt to resolve as many incidents during the first contact, or at Tier I, and efficiently escalate incidents to higher Tier II or Tier III when required.
• Document incident status and solutions in incident database tools.
• Possess current working knowledge of computers, printers, laptops, and common Windows applications.
• Work through various types of Tier II issues with telephone assistance.
• Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
• Possess comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Possess comprehensive knowledge of desktop operating systems and applications.

Skills / Experience:

• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

Requirements:

• Must have recent helpdesk experience and experience creating/adding/troubleshooting users within Active Directory.
• Must meet the LCAT requirements: HS equivalent & 9 years OR AS Degree & 7 years, BS & 5 years, MS & 3 years.
• Candidates must hold an active TS-SCI Security Clearance and CompTIA Security+ Certification to be considered for this role.

If interested, please apply or send your resume to [e-mail]