Apex Systems Looking for Operations Analyst – Level 1 at Vernon Hills, IL Full Time

Job Description:

Apex Systems, the Nation’s 2nd largest Technical Staffing and Services Firm, has an opening for an Operations Analyst Level I position for a National Technology Products and Services Corporation in Vernon Hills, IL for a 6 month contract to hire position!

*If you are interested in this role, please email your resume and availability for a phone conversation to Kyle Duffy, Account Manager at

Role Overview

Operations Analysts provide 24/7 coverage of the clients Network Operations Center and play a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. Analysts apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients. Analysts at the client are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills

Key Areas of Responsibility

• Understand and Deliver Managed Service offerings as outlined in the clients Service Descriptions and Service Catalog
• Understand and follow the processes and procedures defined in the clients ManS Standard Operating Procedures manual (SOP).
• Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
• Provide detailed and effective communication to internal and external customers
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Provide 24 X 7 support to critical systems and ensure availability objectives are met.
• Provide alert response as well as email and telephone technical support for data center and managed services clients
• Take ownership of the incident/request and drive it to resolution
• Document and track troubleshooting steps, incident solutions and support requests
• Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
• Guide and mentor less experienced teammates by providing technical support, training, and direction
• Document and record time

Responsibilities

• As a Operations Analyst I provide Entry Level technical services with supervision from Supervisors, Team Leads, and Technology Owners
• Ability to follow through with tasks, projects, troubleshooting with supervision.
• Handles several tasks simultaneously (ie: troubleshoots and develops internal network, responds to emergencies).
• Communicates with Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
• Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
• Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
• Assist in creating and documenting policies and procedures.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide support to Service Account Managers, Situation Managers, Project Managers and product developers.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Supports and conducts self in a manner consistent with customer service expectations.
• The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.

Qualifications

Minimum Qualifications

• BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable.
• Associates degree in a computer-related field, plus one year of experience in a relevant technical role, OR
• If no post secondary degree, a minimum 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment

Other Required Qualifications

• Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
• Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers business needs.
• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
• Critical attention to detail and solid creative problem solving skills.
• Ability to perform intermediate root cause analysis.
• Strong organizational, analytical, and problem solving skills.
• Customer Service focused and a high level of professionalism.
• Ability to consistently follow policies and procedures.
• Strong communication and documentation skills.
• Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership.
• Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment.
• Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.
• Must have good time management skills and be able to meet rigid and urgent assignment schedules.

About Apex Systems:

• Apex offers a number of resources to our contractors including:
  • Training and Development programs – We have a webinar series with global experts who deliver 3-4 technical and leadership webinars a month around hot topics/technologies such as Agile, DevOps, Angular, Node, React, JavaScript, .NET Core, Java 8/9, Redux, Ansible, Kubernetes, etc. Many of these webinars are worth certification credits for major certifying bodies such as PMI, IIBA, and CompTIA (i.e. PDU, CDU, and CEU credits). We can also provide a technical training license (eligibility required)
  • Benefits – Health, Dental, Vision, 401K, and Employee Stock Purchase Program
  • Strong Support Network – A network of Recruiters, Support Services, and Contractor Care Representatives are here to help our contractors succeed. We have a job portal which has all of our job openings with our 1,200+ clients. We also have off-boarding/end of assignment resources to help you during the transition when you’re wrapping up, including a Career Coaching Program and 15+ Career Readiness workshops for job seekers
  • Awards – Apex is a proud recipient of the Best of Staffing awards for both Client Satisfaction and Contractor Satisfaction

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