Tier 1/2 IT Service Desk Analyst - Onsite Support

Apex Systems; Richmond (VA); Hybrid; USD 63,370,000 - 66,125,000; Full time

Job summary

Apex Systems, LLC seeks a Tier 1/2 Service Desk Analyst for on-site support in North Chesterfield, VA. You will handle incident intake, basic to advanced troubleshooting, password resets, VPN access, and application access issues while ensuring SLA compliance and customer service.

Responsibilities include logging and prioritizing incidents in ITSM, escalating complex problems, coordinating with infrastructure and security teams, and maintaining knowledge bases.

Qualifications

• Experience in an enterprise Service Desk or IT support environment.
• Familiarity with ITIL-based service management processes.
• Experience supporting government or public-sector environments.
• Strong customer service and problem-solving skills.

Responsibilities

• Log, categorize, prioritize, and document incidents in the ITSM system.
• Provide first-call troubleshooting for common issues and VPN access problems.
• Escalate complex issues and coordinate with infrastructure and security teams.
• Support password resets, account unlocks, and application access.
• Create and update knowledge articles and assist in backlog reduction.

Skills

Windows OS

Microsoft 365

Active Directory

VPN

ITSM

ServiceNow

Endpoint troubleshooting

Education

CompTIA A+

Microsoft 365 Fundamentals (MS-900)

CompTIA Network+

Microsoft Certified: Azure Fundamentals

Tools

ServiceNow

Jira

Remedy

HelpDesk+

Job description

Apex Systems, LLC seeks a Tier 1/2 Service Desk Analyst for on-site support in North Chesterfield, VA. You will handle incident intake, basic to advanced troubleshooting, password resets, VPN access, and application access issues while ensuring SLA compliance and customer service.

Responsibilities include logging and prioritizing incidents in ITSM, escalating complex problems, coordinating with infrastructure and security teams, and maintaining knowledge bases.