Service Desk Analyst - SOW - Pinnacle

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Full 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

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