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# Service Desk Technician - 3039574

- **Company:** Apex Systems LLC
- **Location:** Plymouth Meeting, PA, United States
- **Contract:** Permanent contract
- **Skills:** Databases, Computer Equipment, Information Technology, 3-tier Architectures, Servicenow
- **Published:** October 22, 2026
- **Apply:** https://www.juju.com/job/1_C8E38248A5604EC0ADD8E06095EF27F1-PA22964778

## About the Role

Minimum of 2 years of experience with a Bachelor's; 0 years of experience with Masters, or 4 years with High School diploma.
2.
1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.
3.
Ability to obtain and maintain a Public Trust clearance.
4.
Strong troubleshooting and problem-solving skills.
5.
Excellent verbal and written communication skills.
6.
Ability to manage multiple priorities in a high-volume support environment., Strong customer service orientation and commitment to delivering a positive user experience. **Clearance:** Candidates must be eligible and willing to obtain & maintain a Public Trust clearance.

## Description

The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, experience supporting VIP users, and a proven track record of meeting SLA-driven support metrics in a fast-paced help desk environment.
Based on manager feedback, candidates with 3-5+ years of IT support experience and Public Trust eligibility will be most competitive Key Responsibilities 1.
Provide responsive, reliable, and consistent service delivery to all users.
2.
Deliver IT services that appropriately respond to the time-sensitive needs of customers.
3.
Ensure prompt referrals and escalations to the appropriate IT support service option.
4.
Meet all Service Level Agreements (SLAs), including speed to answer and first contact resolution.
5.
Resolve technical problems and answer queries by telephone for computer hardware, software, network, and telecommunications systems.
6.
Diagnose, identify, isolate, and analyze problems utilizing historical database records.
7.
Document, track, and monitor incidents in the ITSM system (ServiceNow ITSM) to ensure timely resolution.
8.
Interact with Tier 3 for effective escalations to ensure prompt resolution.
9.
Provide onsite support to users once per week at the regional office and as needed for additional onsite dispatch.
This role requires the candidate to live within a 50-mile radius of Philadelphia.
10.
Provide "smart hands" support to Tier 3 personnel when onsite.