Service Desk Analyst
Apex Systems, Glenview, IL, United States
Service Desk Analyst
If interested, please e-mail your resume directly to Jeremy at ( [email protected] )
Job Information Job#: 3025087
Location: Glenview, IL (Onsite Monday-Friday)
Duration: 6+ Month Contract
Rate: $25 - $28 per/hr
Job 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 elevate 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 rollouts and communication to the end users.
Position Requirements Formal Education & Certification
Bachelor’s Degree in the field of Computer Science and/or Information Technology with 1-2 years’ work experience or 5 years equivalent work experience in an IT profession.
Knowledge & Experience
Knowledge of basic computer hardware including laptops and desktops.
Experience with desktop operating systems, including Windows 10 and Windows 11.
Microsoft Active Directory account administration experience.
O365 account administration experience for Teams, SharePoint, and Exchange online services.
Experience troubleshooting Microsoft Office, Microsoft Teams, 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 - 5pm Central Time.
Due to the nature of work tasks, it is expected that this role will be present onsite at the client’s Glenview, IL location.
Apex Benefits Overview 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 to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
Contact Send resume to Jeremy at ( [email protected] ).
Equal Opportunity Statement 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 Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address).
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Job Information Job#: 3025087
Location: Glenview, IL (Onsite Monday-Friday)
Duration: 6+ Month Contract
Rate: $25 - $28 per/hr
Job 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 elevate 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 rollouts and communication to the end users.
Position Requirements Formal Education & Certification
Bachelor’s Degree in the field of Computer Science and/or Information Technology with 1-2 years’ work experience or 5 years equivalent work experience in an IT profession.
Knowledge & Experience
Knowledge of basic computer hardware including laptops and desktops.
Experience with desktop operating systems, including Windows 10 and Windows 11.
Microsoft Active Directory account administration experience.
O365 account administration experience for Teams, SharePoint, and Exchange online services.
Experience troubleshooting Microsoft Office, Microsoft Teams, 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 - 5pm Central Time.
Due to the nature of work tasks, it is expected that this role will be present onsite at the client’s Glenview, IL location.
Apex Benefits Overview 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 to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
Contact Send resume to Jeremy at ( [email protected] ).
Equal Opportunity Statement 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 Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address).
#J-18808-Ljbffr