Apex Systems, Inc. Service Desk Agent- Junior, Level 1 in Chicago, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/ada/r/jobs/6423184 Apex Systems is currently looking for a Help Desk AnalystnPOSITION RESPONSIBILITIES:n• Consistently deliver excellent customer service as first level telephone and multi-media contact support methodsn• Customer focused first point of contact for any and all IT Supportn• For any non-company-owned applications or infrastructures, direct colleagues to their appropriate vendor or third party supportn• Provide initial software, hardware, and networking troubleshooting for company owned applicationsn• Handle Password Resets for company owned applicationsn• Properly document incidents/requests in ticketing system (ServiceNow)n• Triage tickets to appropriate support groups, including proper escalation of Major Incidentsn• Work with Senior Agents and Level 2 to escalate to appropriate support groupsn• Clearly document all interactions, troubleshooting steps, and resolutions within ticketing system (ServiceNow)n• Act as a single point of contact, takes ownership and responsibility of issues from start through to resolutionn• Use problem solving skills to troubleshoot problems or situations and thinks abstractly to solve themnEXPERIENCE AND QUALIFICATIONS:n• Minimum of 1 – 2 years of technical support experience providing support for MS Office, MS Exchange, MS Windows, and general networkingn• Exceptional verbal and interpersonal skills required; excellent written and organizational skills a mustn• Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer-focused environmentn• Ability to maintain confidentiality with information or items as requirednPREFERRED SKILLS:n• Familiarity with the fundamental principles of ITIL a plus, but not mandatoryn• Fluency in Spanish is highly recommended, as well as other languagesn• Familiarity with the fundamental principles of ITIL a plus, but not mandatorynEDUCATION:nBachelor’s Degree is requirednEEO EmployernApex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 firstname.lastname@example.org or 844-463-6178.nVEVRAA Federal ContractorWe request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.