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Systems Analyst II (IT Support)

Apex Systems Chicago Contractor
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*Please contact Jeremy Nesper (Email blocked - click to apply) with your resume to apply.

Chicago, IL

6 month Contract-to-Hire

IT Support Specialist

Shift - must be available weekends, 40 hours/week

Time - must be available f 8 hour shift between 5am-7pm 

The Job
The Service Delivery Contractor is responsible for providing direct support and technical expertise to operations and business users. This role will be responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices, and other technical platforms. This position has responsibility across the domain and requires a strong knowledge in Infrastructure, Operations, and distributed computing/applications. In addition, the Service Delivery Coordinator will assist in the business continuity, disaster recovery, and IT compliance objectives set forth by the management team.


Key Responsibilities (include but not limited to):

  • Responsible for resolution of technical issues involving production applications (e.g. network outages, failed applications, hardware failures)
  • Support tools/applications to ensure all steps for error recovery have been performed in an effort to resolve reported problems prior to escalating to second level support groups
  • Gather detailed information during triage and utilize logical problem-solving skills and techniques to troubleshoot and resolve complex issues
  • Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audience
  • Manage and triage all calls opened by self or other team members while prioritizing business impacting issues over day to day end user issues
  • Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolution
  • Collaborate with system administrators, network administrators, developers and other internal teams and vendors to maintain appropriate tools, monitoring, reporting and site metrics to track needs and trends for support, issues and capacity changes


Desired Qualifications:

  • CompTIA A+ and/or CompTIA Network+ Certification
  • MAC O/S and Windows knowledge
  • Knowledge/Experience with Ticket Tracking Systems
  • Warehouse IT Operation Support experience a plus
  • Beginner to intermediate knowledge of Citrix/NetScaler
  • Beginner to intermediate knowledge of Microsoft Office 365 Administration
  • Documentation/Technical Writing Skills
     

Required Qualifications:

  • Bachelor’s Degree or equivalent experience
  • 1-2  years Customer Service experience
  • 1-2  years Technical Experience
  • Strong Communication Skills (In Person/Phone/Video)
  • Drive to solve user problems and ensure satisfaction
  • Strong problem-solving skills and ability to find solutions independently
  • Technologies:
  • -Pagerduty (Escalation)
    -Slack (Collaboration)
    -ServiceNow (Ticket system)
    -Operations Support Experience
    -Airwatch (MDM)

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

 

Recommended skills

Administration
Complex Problem Solving
Infrastructure
Business Continuity
Requirement Prioritization
Communication
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