IT Service Desk Analyst

IT Service Desk Analyst

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

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, age, sexual orientation, gender identity, national origin, ancestry, citizenship, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

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 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