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Help Desk Analyst

Company: Apex Systems
Location: Champaign
Posted on: February 23, 2021

Job Description:

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 impacted.

  • 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 management database.
  • 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 solutions.
  • 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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