*End User Support Analyst III - iPad Refresh - SOW

Apex Systems; Arlington Heights (IL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

401K plan

ESPP

Job summary

Everforth Apex is seeking an End User Support Analyst III for an on-site role in Arlington Heights, IL. You will provide end-user support focused on password resets, account unlocks, and hardware/software issues across Microsoft products and mobile devices.

You will use ServiceNow, Cisco Jabber, and chat tools to log incidents, assist users, and document steps taken. Strong communication, teamwork, and analytical troubleshooting are essential.

Qualifications

• 1–2 years of IT technical operations or call/help desk customer support.
• 2+ years of hands-on experience troubleshooting hardware or software.
• 2+ years of experience with Windows OS (macOS is a plus).
• 2+ years of mobile troubleshooting on iOS and Android.
• Experience logging, documenting, and filling out forms in ticket systems.

Responsibilities

• Provide 1st level support to customers via phone and chat.
• Communicate professionally on phone/chat.
• Create trouble tickets and document troubleshooting steps.
• Troubleshoot and resolve issues, updating interaction records with proper templates.
• Follow incident, escalation, and security procedures.

Skills

IT support

Help desk

Windows

Mobile devices

Ticketing systems

Tools

ServiceNow

Cisco Jabber

Chat systems

Office 365

Adobe Acrobat

Job description

End User Support Analyst III - iPad Refresh - SOW

Job#: 3052529

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.

About the Company

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.

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 contribute 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.

Equal Opportunity Statement

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, 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

ADA Accommodation

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [e-mail] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

Corporate Information

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Coverage and Transparency

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.