*End User Support Analyst III - iPad Refresh - SOW

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13745991 Job Description: *End User Support Analyst III - iPad Refresh - SOW Location: Arlington Heights, IL (Onsite) Role Overview This role provides end-user support services. The key functions include password resets, unlocking accounts, and hardware/software support with a focus on Microsoft products, iOS/Android mobile devices, and Citrix virtual desktop troubleshooting. The position requires the use of tools such as ServiceNow, Cisco softphone/Jabber, and chat systems. Key Responsibilities - Provide 1st level support to customers via phone calls and/or chat messages. - Communicate in a professional manner on phone and/or chat messenger. - Create trouble tickets and document details and troubleshooting steps performed. - Troubleshoot and resolve issues, updating interaction records with correct templates and detailed write-ups. - Engage in critical thinking and logical step-by-step troubleshooting practices. - Follow incident, escalation, and security procedures to perform duties. - Manage secure access to all tools utilized. - Communicate and follow team chat/turnover for trending issues. - Suggest process improvements or feedback to documented processes. - Assist other team members to troubleshoot issues. Required Qualifications Experience: - 1-2 years of IT technical operations or call/help desk customer support. - 2+ years of hands-on experience troubleshooting computer hardware or software. - 2+ years of experience with Windows Operating system (macOS is a plus). - 2+ years of mobile troubleshooting on iOS and Android devices. - Experience logging, documenting, and filling out forms or information in ticket systems. Technical Skills: - Familiar with major software applications (e.g., Microsoft Office 365 Tools and Adobe Acrobat). Professional Skills: - Ability to listen and write effectively. - Maintain composure under pressure and show empathy. - Self-driven, eager to help, and able to collaborate with a team. - Displays a dependable work ethic, is punctual, organized, and has a vested interest in the work. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here{target="_blank" rel="noopener"} for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy{target="_blank" rel="noopener"} Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to con ribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our Welcome Packet as well, which an Everforth Apex team member can provide. Everforth 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,