Service Desk Analyst in San Antonio, TX at APEX Systems

Date Posted: 7/17/2019

Job Snapshot

Job Description

Job #:  980828
Apex Systems, 2nd largest staffing firm in the US, have 12 immediate openings for Service Desk Analysts in San Antonio, TX for one of our top Fortune 100 clients!
If interested, please send your resume to Nicholas at nbianco@apexsystems.com
Service Desk Analysts
Hours:  The client maintains a 24x7x365 support center environment.
Shifts: 6AM-3PM; 7AM-4PM; 8AM-5PM; 11AM-8PM; 3PM-12AM; they have on-call as well
 
Job Duties:
  • Provides first point of contact for inquires submitted via telephone, or click to chat.
  • Under direct supervision, simulates or recreates customer problems to resolve user operating difficulties.
  • Discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up.
  • Communicates customer suggestions for enhancements and insures proper handling and follow-up.
  • Utilize Knowledge Base and Incident tracking system per established SOP.
  • Documents problems and corrective procedures.
  • Assist other technical support and development personnel to determine problem solutions.
  • Keep peers and management informed of trends, scheduled, unscheduled outages and delays in support.
  • Keep customers informed of scheduled and unscheduled down-time events through resolution.
  • Attends on-going training to achieve level of technical skill needed to solve more problems that are complex.
  • Promotes and advocates company security policy(s), procedure(s) and awareness programs.
  • Performs other duties as required.

Position Qualifications:
  • Associate’s degree in computer science or equivalent preferred.
  • 2+ years of IT Service Desk or similar experience
  • 1-3 years Customer Service or similar experience.
  • Any certifications: A+, Net+, Sec+, CCNA, etc 
  • Ticketing experience (preferably ServiceNow, Remedy, etc) 
  • Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to management.

Nice to Have Qualifications:
  • ITIL experience
  • Experience with ISPs

 
 
 
 
 
 
 
 
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 844-463-6178-6178.