Technical Support Specialist
1 week ago
Position: Help Desk Support Specialist
Company: Apex Systems
Position Overview:
The Help Desk Support Specialist plays a crucial role in providing assistance via telephone and email to end-users facing challenges with their computing and networking environments. This position involves diagnosing software, hardware, and network issues, proposing effective solutions, and escalating more intricate problems when necessary. The specialist also supports financial and administrative software applications, ensuring adherence to established policies.
Key Responsibilities:
- Deliver technical support through phone and email for various computing and networking challenges.
- Identify and resolve software, hardware, and network-related issues.
- Escalate complex technical problems to higher-level support as required.
- Provide functional support for financial and administrative software applications.
- Ensure compliance with organizational policies and procedures.
- Assess whether on-site technical assistance is necessary based on problem analysis.
- Create and manage work orders, ensuring timely resolution of issues.
- Evaluate user applications and operating systems for ongoing maintenance.
- Document issues reported and the corresponding solutions.
- Diagnose and troubleshoot problems with Windows, macOS, and iOS devices.
Essential Skills:
- Proficiency in ServiceNow
- Experience with Microsoft Suite and Microsoft 365
- Familiarity with Creative Cloud
- Knowledge of cloud-based storage solutions
- Expertise in Apple and Microsoft hardware/software
- Strong customer service skills
- Ability to adapt and respond quickly to technical issues
- Active listening skills and prompt communication
Education and Certifications:
- Bachelor's degree preferred or equivalent professional experience
- Certifications such as A+, Network+, or Microsoft Certification are advantageous
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