Technical Help Desk 2 - 1368824

at Apex Systems in CHICAGO, Illinois, United States

Job Description


Dan Nelson – Technical Help Desk 2 – 20486-1


The ITSM Operations Technical Help Desk 2 for the Digital platform has primary responsibility to oversee incident operations, external/internal user communication on incidents and incident reporting for Digital Dealer eSite monitoring. Assist in delivering quality processes and standards for continued development of quality digital solutions to support technological needs of Digital dealers/consumers.

Typical task breakdown:

  • Manage Dealer eSites incidents to drive incident resolution and Mean Time To Repair (MTTR) metrics.
  • Management and facilitation of Incident reporting for Dealer eSites availability.
  • Assist in developing and delivering incident and communication metric reporting to ensure SLA compliance with support teams.
  • Assist in defining organizational processes and controls designed to deliver IT services for dealer eSites monitoring to meet business objectives efficiently, effectively, and reliably.
  • Ensure that ITSM incident processes and compliance are adhered to by support teams and established SLAs are met.
  • Supports business goals by identifying opportunities for improvement and evaluate IT performance against best practices.
  • Update and validate correct incident and communication process in Dealer eSites monitoring runbook ?
  • Additional duties as assigned by ITSM Operations management.

Education & Experience Required:

  • Requires a college or university degree, technical certification or equivalent experience.
  • 1 or more years of experience working in technology ITSM operations.

Technical Skills


  • 1 or more years of experience working in technology ITSM operations.
  • Experienced with the use of ServiceNow or similar ITSM software (ie Remedy), specifically Incident Management and Dashboards/Reporting
  • ITIL V4 Foundations knowledge
  • Front line support and escalation experience
  • Understanding of synthetic monitoring and dashboard analysis


  • Strong analytical, planning and communication skills
  • ITIL V4 Certification
  • Organizational Incident Management experience

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 or 844-463-6178.

VEVRAA Federal Contractor We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.
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Job Posting: 11238611

Posted On: Aug 31, 2023

Updated On: Sep 30, 2023

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