IT Support Specialist
1 week ago
Apex Systems is seeking a Service Desk Support Specialist to provide exceptional assistance to end-users, dealers, and service providers. In this capacity, you will address unresolved escalated case issues that are received through various communication channels.
Key Responsibilities:
- Manage tier 1 level calls to support the network, utilizing the SM7 ticketing system for issue tracking.
- Deliver solutions to customer inquiries with empathy and professionalism.
- Act as a liaison between customers and the organization, maintaining an understanding of company products and customer service protocols. A technical background is essential.
Essential Duties:
- Provide effective solutions to end-users, dealers, and service providers regarding unresolved escalated case issues.
- Demonstrate excellent customer service skills.
- Adapt to a call center environment, managing a high volume of phone calls.
- Exhibit reliability, quick learning abilities, and a dependable work ethic.
Qualifications:
- Clearance Requirement: Candidates must currently possess or be eligible for an active DoD secret clearance. Sponsorship for clearances is available for candidates meeting other requirements.
- Certification: CompTIA certification is required, specifically the CE version of any CompTIA (A+, Network+, Security+).
- General Skills: Strong customer service experience, familiarity with Microsoft Windows OS, and proficiency in ticketing systems such as HP Service Manager or Remedy. Basic troubleshooting skills for hardware and software are also necessary.
Apex Systems is a leading IT services provider, serving a diverse range of clients globally. We are committed to fostering a culture of innovation, collaboration, and continuous learning. Our employees benefit from quality career resources, training, certifications, and a comprehensive benefits package. Our dedication to excellence has earned us numerous accolades, including recognition for talent satisfaction.
Apex Systems is an equal opportunity employer and values diversity in the workplace. We adhere to all applicable laws regarding employment and do not discriminate based on any protected characteristic.
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