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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 through both phone and written communication.

Position Overview:

As a key player in our support team, you will be responsible for:

  • Handling tier 1 support calls related to network issues while utilizing the SM7 ticketing system for issue tracking.
  • Delivering solutions with empathy and professionalism to ensure customer satisfaction.
  • Acting as a liaison between customers and the company, maintaining an in-depth understanding of our products and service processes.

Key Responsibilities:

  • Provide effective solutions to end-users and service providers regarding escalated case issues received through various communication channels.
  • Exhibit strong customer service skills and a commitment to resolving inquiries efficiently.
  • Thrive in a high-volume call center environment, managing numerous phone calls with reliability.
  • Demonstrate a quick learning ability and dependability in all tasks.

Qualifications:

  • Clearance Requirement: Candidates must possess or be eligible for an active DoD secret clearance. Sponsorship for clearances is available for qualified candidates.
  • Certification: A valid CompTIA certification (A+, Network+, Security+) is required.
  • Experience: Proven customer service experience, familiarity with Microsoft Windows OS, and knowledge of 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. Our organization values innovation, collaboration, and continuous learning, providing quality career resources, training, and a comprehensive benefits package.