Help Desk Analyst
Company: Apex Systems
Posted on: February 23, 2021
The Service Desk Analyst is responsible for providing technical
assistance / support for desktops, laptops, virtual desktops,
network connectivity, business applications, insurance applications
VOIP telephone systems and any other peripherals from customer
phone calls, email, walk-ins, and customer service portal.
Responsible for providing on-site support for all facets listed and
are expected to diagnose, research and isolate the problem, as well
as maintaining a business relationship with internal customers.
Must be able to communicate in a clear and professional manner both
verbally and in writing to ensure understanding by the customer.
Understands business workflows in assigned areas and consults with
customers on Service Requests. Makes sound technical decisions that
meets both enterprise and customer expectations for implementation
of solutions. Responsible for the deployment/installation of new
computer desktop equipment, upgrading and rebuilding of existing
equipment, movement of equipment as assigned, and accurately
updating inventory database for asset management. Facilitates large
scale moves and deployments to ensure a seamless transition to new
location. Escalates issues to support specialists after exhausting
all other resources. Required to organize and prioritize a queue of
second level issues or Service Requests to ensure that service
level agreements are met and patient care is minimally
- Acts as first responder to provide technical assistance and
support for all reported Information Technology issues.
- Log all calls and activities accurately into the Service Desk
application, including updates and status changes while abiding by
ITIL Incident Management outlined framework.
- Maintains detailed documentation of incidents and
troubleshooting steps, as well as ensuring accuracy of asset
- Triage problem by performing analytical analysis to
troubleshoot, escalate, or resolve reported issues.
- Maintains composure in high stress situations while
de-escalating excited or frustrated customers.
- Provides second level onsite set up and support to end users
for laptops, desktops, label printers, peripherals, and any other
hardware or software
- Acquires Dell Self Maintainer certification allowing staff to
perform warranty repairs on hard drives, system boards, processors
in Dell equipment.
- Uses Active Directory and Lepide for network account issues and
computer access issues.
- Provisions and configures all company computing devices
utilizing SCCM, Dell Management Console, and HPDM ensuring they
meet company standards
- Consults with assigned departments and understands their
departmental workflows to advise on sound technological
- Gathers business requirements and use case information for
consideration to IT Assessment Team for new applications and
technology EEO EmployerApex 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 or - provided by Dice
Keywords: Apex Systems, Champaign , Help Desk Analyst, Professions , Champaign, Illinois
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