Service Desk Analyst - SOW - Pinnacle (2069732)

at Apex Systems in Cook, Illinois, United States

Job Description

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 [email protected] or 844-463-6178.