Service Desk Analyst in San Antonio, TX at APEX Systems

Date Posted: 3/27/2018

Job Snapshot

Job Description

Job #:  833823

Hello!

Apex Systems, the nation's 2nd largest IT staffing firm, has an immediate opportunity for a Service Desk Analyst in San Antonio, TX for our Fortune 500 client! If interested in this opportunity, please send your most updated Word resume to Nick at nbianco@apexsystems.com

JOB SUMMARY:

Provide technical support for client employees and problem solving for specific segments of client systems or software.

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.

JOB RELATED EXPERIENCE/FUNCTIONAL AREA SKILLS/KNOWLEDGE:

  • One to three years IT Service Desk or similar experience and one to three years Customer Service or similar experience.
  • Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to management.
  • Knowledge base focused on job duties and the skills required completing duties, with basic knowledge of the organization in order to answer questions and a basic level of technical skills.
  • Knowledge of specialized or technical terminology related to assigned product lines. 
  • Is proficient in troubleshooting computers and related office system tools. 
  • Has strong organizational and interpersonal skills.
  • Has good written skills to provide details of issues in the incident form.

Must Haves:

  • Comptia A+ certification or Network+ Certification= or relevant experience 
  • Experience working with virtualization- ex: VMware 
  • Ticketing system experience: remedy, servicenow, etc

HOURS:   The client maintains a 24X7X365 support center environment, so flexibility is needed.

Weekdays, weekends, mornings/evening/overnight, full time or part time.

 

 

 

 

 

 

 

 

EEO Employer

Apex 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 employeeservices@apexsystemsinc.com or 844-463-6178.