Technical Support Analyst

1 week ago


Norfolk, Virginia, United States Apex Systems Full time

Apex Systems is seeking a Service Desk Support Specialist to provide expert 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:

The role involves managing tier 1 support calls related to network issues, utilizing the SM7 ticketing system for tracking and resolution.

Key Responsibilities:

  • Deliver exceptional customer service while resolving technical issues.
  • Act as a communication bridge between customers and the organization, maintaining an understanding of company products and service protocols.

Core Duties:

  • Provide effective solutions to complex case issues received through various communication channels.
  • Demonstrate outstanding customer service skills.
  • Thrive in a high-volume call center environment.
  • Exhibit reliability and a quick learning ability, showcasing dependability in all tasks.

Qualifications:

  • Clearance: Candidates must possess or be eligible for an active DoD secret clearance, with sponsorship available for qualified individuals.
  • Certification: CompTIA certification required, specifically a CE version of any CompTIA (A+, Network+, Security+).
  • 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 dedication to excellence is reflected in numerous accolades, including recognition for talent satisfaction and workplace culture.



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