Technical Support Analyst
2 weeks ago
Apex Systems is seeking a Service Desk Support Specialist to provide exceptional assistance to end-users, dealers, and service providers. In this role, you will address unresolved escalated case issues through both phone and written communication.
Position Overview:
The Service Desk Support Specialist will be responsible for delivering professional solutions and ensuring customer satisfaction. Candidates should possess strong customer service skills and the ability to thrive in a fast-paced call center environment.
Key Responsibilities:
- Handle tier 1 level calls related to network support, utilizing the SM7 ticketing system for issue tracking.
- Resolve customer inquiries with empathy and professionalism.
- Act as a liaison between customers and the company, maintaining a comprehensive understanding of products and service processes.
Qualifications:
- Clearance: Candidates must currently hold or be eligible for an active DoD secret clearance. Sponsorship for clearances is available for qualified candidates.
- Certification: CompTIA certification is required, specifically the CE version of any CompTIA (A+, Network+, Security+).
- Experience: Proven 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 essential.
Company Overview:
Apex Systems is a leading IT services provider, serving a diverse range of clients globally. Our commitment to innovation, collaboration, and continuous improvement is reflected in our numerous accolades, including recognition for excellence in talent satisfaction.
Apex Systems is an equal opportunity employer, dedicated to fostering a diverse and inclusive workplace. We adhere to all applicable laws regarding employment and do not discriminate based on any protected characteristic.
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