Apex Systems Looking for Service Desk Analyst at Glenview, IL Full Time

Apex Systems, the Nation’s 2nd largest Technical Staffing and Services Firm, has an opening for a Service Desk Analyst for a large tool manufacturing company in Glenview, IL for a 6 month contract plus possibility for a permanent role!

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

Job Description – Service Desk Analyst – Level I

Title

Service Desk Analyst – Level I

Description

The Level 1 Service Desk Analyst’s role is to respond to service requests to enable end users the ability to accomplish business tasks. The analyst will respond to requests for systems assistance via phone or electronically; document, track and monitor problems to ensure timely resolution; diagnose and resolve business process and system issues; research questions using available information resources; advise user on appropriate action; follow standard help desk procedures; log all help desk interactions; redirect problems to appropriate resource (escalating ticket to Tier 2 as needed); identify and escalate situations requiring urgent attention; and track/route issues/requests and document resolutions.

Responsibilities

Operational Management

• Field incoming requests to the Service Desk via telephone, walkup, and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule incident requests. Escalate incidents (when required) to the appropriately experienced technician or team.
• Record, track and document the service desk request incident-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform user account administration including password resets, and profile changes.
• Perform Office 365 account licensing administration.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to service requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of Computer Science and/or Information Technology or 1-3 years equivalent work experience.

Knowledge & Experience

• Knowledge of basic computer hardware including laptops and desktops.
• Experience with desktop operating systems, including Windows 7 and Windows 10.
• Microsoft Active Directory account administration experience.
• O365 account administration experience for Skype, SharePoint, and Exchange online services.
• Experience troubleshooting Microsoft Office, Microsoft Skype, Microsoft SharePoint support issues.
• Experience troubleshooting web based applications and associated web browsers Internet Explorer, Mozilla Firefox, Google Chrome.
• Experience troubleshooting mobile devices including Apple and Android devices.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Personal Attributes

• Exceptional customer service orientation.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Must be willing to participate in work hour rotation schedule during business hours of 7am – 6pm Central Time

Due to the nature of work tasks, it is expected that this role will be present onsite at Glenview, IL. location.

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 .

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 .