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Technical Support Analyst

2 months ago

Norfolk, Virginia, United States Apex Systems Full time

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 arise through various communication channels.

Key Responsibilities:

  • Handle tier 1 support calls related to network issues, utilizing the SM7 ticketing system for issue tracking.
  • Deliver solutions to customer inquiries with empathy and professionalism.
  • Act as a bridge between customers and the company, maintaining a strong understanding of products and service processes.

Essential Duties:

  • Provide professional resolutions to complex issues received via phone and written communication.
  • Exhibit outstanding customer service skills and a commitment to client satisfaction.
  • Thrive in a high-volume call center environment, effectively managing numerous incoming calls.
  • Demonstrate reliability, quick learning abilities, and a dependable work ethic.

Qualifications:

  • Clearance: Candidates must currently possess or be eligible for an active DoD secret clearance, with sponsorship available for those meeting other requirements.
  • Certification: CompTIA certification required, specifically the CE version of any CompTIA (A+, Network+, Security+).
  • Experience: Proven customer service background, familiarity with Microsoft Windows OS, and experience with ticketing systems such as HP Service Manager or Remedy. Basic troubleshooting skills for hardware and software are essential.

Apex Systems is committed to fostering a diverse and inclusive workplace. We are an equal-opportunity employer and do not discriminate based on any protected characteristic. We welcome qualified applicants with criminal histories in accordance with applicable law.