Technical Support Specialist
1 week ago
Position: Help Desk Support Specialist
Company: Apex Systems
Position Overview:
The Help Desk Support Specialist is responsible for delivering exceptional support via telephone and email, assisting users with a variety of computer and networking challenges. This role involves diagnosing software, hardware, and network issues, proposing effective solutions, and escalating more complex problems when necessary. Additionally, the specialist provides functional assistance for financial and administrative software applications, ensuring adherence to established policies.
Key Responsibilities:
- Deliver comprehensive telephone and email support for technical issues.
- Diagnose and resolve software, hardware, and network-related challenges.
- Escalate intricate issues to appropriate personnel as required.
- Support and understand financial and administrative software applications.
- Ensure compliance with organizational policies and procedures.
- Assess issues to determine the necessity of on-site technician intervention.
- Create and manage work orders, ensuring timely resolution.
- Evaluate user applications and operating systems for ongoing maintenance.
- Document issues and solutions thoroughly.
- Diagnose and troubleshoot problems with Windows, macOS, and iOS devices.
Essential Skills:
- Proficiency in ServiceNow
- Expertise in Microsoft Suite
- Familiarity with Microsoft 365
- Knowledge of Creative Cloud
- Experience with Cloud-based Storage solutions
- Understanding of Apple and Microsoft Hardware/Software
- Strong Customer Service skills
- Ability to adapt, react, and troubleshoot efficiently.
- Active listening skills and prompt response capabilities.
Education and Certifications:
- Bachelor's degree preferred (or equivalent experience)
- A+, Network+, or Microsoft Certification preferred
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