IT Service Desk Analyst

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13853165 Job Description: IT Service Desk Analyst Location: Arlington Heights, Illinois (Onsite) If interested, please e-mail your resume directly to Jeremy at ([emailprotected]{target="_blank" rel="noopener noreferrer"}) Role Overview This position involves providing first-level support to customers through phone calls and chat messages. The role requires troubleshooting and resolving hardware and software issues, with a focus on Microsoft products, mobile devices (iOS/Android), and Citrix virtual desktops. You will be responsible for creating and documenting trouble tickets in ServiceNow and utilizing tools such as Cisco softphone/Jabber. Key Responsibilities - Provide 1st level support to customers via phone calls and/or chat messages. - Perform password resets and unlock accounts. - Support hardware and software, including mobile devices. - Create, document, and update trouble tickets with detailed troubleshooting steps. - Engage in critical thinking and logical troubleshooting practices. - Follow incident, escalation, and security procedures. - Communicate and monitor team channels for trending issues. - Suggest process improvements to Level 3 analysts where applicable. - Collaborate with team members to resolve issues. Required Qualifications Experience: 1-2 years of IT technical operations or call/help desk customer support, with 2+ years of hands-on experience troubleshooting computer hardware or software. Technical Skills: 2+ years of experience with Windows Operating systems and mobile troubleshooting on iOS and Android devices. Familiarity with Microsoft Office 365 Tools, Adobe Acrobat, and ticket logging systems is required. Preferred Qualifications - Experience with macOS is a plus. - Airport experience is preferred. How to Apply If interested, please email your resume directly to [emailprotected]{cfemail="72181c1701021700321302170a010b0106171f015c111d1f"}. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here{target="_blank" rel="noopener"} for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy{target="_blank" rel="noopener"} Everforth Apex Benefits Overview: Everforth 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 o starting, with a company match after 12 months of tenure. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide. Everforth 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,