Technical Support Specialist
2 weeks ago
We are seeking a highly skilled Technical Support Specialist to join our team at Apex Systems. As a Technical Support Specialist, you will be the first point of contact for technical support requests from district staff and students, providing timely and courteous assistance.
Key Responsibilities- Respond to incoming calls, helpdesk tickets, and remote support requests for service from district staff and students.
- Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
- Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
- Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
- Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
- Bachelor's degree in Information Technology, Business Administration, or related discipline.
- CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications preferred.
- Minimum of three (3) years experience in a technical support or help desk role, preferably in an educational environment.
- Technical Skills:
- Basic knowledge of Windows and macOS operating systems.
- Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.
- Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
- Experience with remote desktop tools, call management, and helpdesk software.
- Communication:
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
- Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.
Fast-paced call center environment with a focus on customer service and technical support. May require occasional travel to different district sites for on-site support. Must have own transportation to travel to District locations when needed.
What We OfferApex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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.
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