Job Description

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Job#: 2069732

Job Description:

Service Desk Analyst

Pay: \$25/hr W2

Location: Arlington Heights, IL

Onsite

The Service Desk key functions performed are:

• Password resets and unlocking accounts
• Hardware/Software support including mobile devices (heavy on

Microsoft, IOS/Android, Citrix virtual desktop troubleshooting)

• Utilize tools such as ServiceNow, Cisco softphone/Jabber and chat

system

Resource provide end user support and perform the following Services,

across different shifts.

• Provide 1st level support to customers via phone calls and/or chat

messages

• Clearly communicate in a professional manner on phone and/or chat

messenger

• Create trouble tickets and document details and troubleshooting

steps performed

• Troubleshoot and resolve issues
• Update interaction record with correct template, detailed writeup of

the issue and troubleshooting steps performed by customer and Service Desk resource

• Engaged in critical thinking and logical step by step

troubleshooting practices

• Maintain composure under pressure and show empathy to callers and

peers

• Follow incident, escalation, and security procedures to perform

duties

• Manage secure access to all tools utilized
• Communicate and follow team chat/turnover for trending issues
• Suggest process improvements or feedback to documented processes to

Level 3 analysts where applicable

• Assist other team members to troubleshoot an issue
• Self-driven, eager to help and collaborate with the team
• Displays good work ethic, be on time, organized, and vested interest

in work

In addition, Project resources will have the following

experience/skills:

• 1-2 years of IT technical operations or call/help desk customer

support

• 2+ years hands on experience troubleshooting computer hardware or

software

• 2+ years of Windows Operating system (macOS is a plus)
• 2+ years of Mobile troubleshooting on IOS and Android devices
• Familiar with major software applications (e.g., Microsoft Office

365 Tools and Adobe Acrobat)

• Experience logging, documenting and filling out forms or information

in ticket systems

• Ability to listen and write effectively
• Airport experience preferred

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[[emailprotected](mailto:employeeservices@apexsystems.com){target="_blank" rel="noopener"}or 844-463-6178.

*Apex Systems is a world-class IT services company that serves thousands

of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated\'s Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.*

*Apex Benefits Overview: Apex offers a range of supplemental

benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts*

Job Tags

Remote job, Shift work,

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