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Technical Support Analyst
2 months ago
Apex Systems is seeking a Service Desk Support Specialist to deliver 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.
Key Responsibilities:
- Manage tier 1 support calls related to network issues, utilizing the SM7 ticketing system for issue tracking.
- Provide effective resolutions to customer inquiries, demonstrating empathy and understanding of their concerns.
- Act as a communication bridge for customers while maintaining a comprehensive understanding of company products and service protocols. A technical background is essential.
Essential Duties:
- Deliver professional solutions to inquiries from end-users, dealers, and service providers regarding unresolved escalated cases.
- Exhibit outstanding customer service skills.
- Thrive in a call center environment, managing a high volume of 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. Sponsorship for clearances is available for qualified candidates meeting other job requirements.
- Certification: A valid CompTIA certification is required, specifically the CE version of any CompTIA (A+, Network+, Security+).
- General Skills: 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 necessary.
Apex Systems is a recognized leader in IT services, supporting numerous clients globally. By becoming part of Apex, you will engage in a culture that prioritizes innovation, teamwork, and ongoing development. We provide access to quality career resources, training, certifications, and a comprehensive benefits package. Our dedication to excellence is reflected in various accolades, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States.
Apex Systems is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.
