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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 users, dealers, and service providers facing unresolved escalated case issues through various communication channels.

Key Responsibilities:

  • Handle tier 1 support calls related to network issues, utilizing the SM7 ticketing system for issue tracking.
  • Deliver solutions to customer inquiries with empathy and professionalism.
  • Act as a bridge between customers and the company, maintaining a thorough understanding of products and service protocols.

Essential Duties:

  • Offer professional assistance to end-users, dealers, and service providers regarding unresolved escalated case issues.
  • Exhibit excellent customer service skills and a commitment to resolving issues effectively.
  • Adapt to a call center environment, managing a high volume of incoming calls.
  • Demonstrate reliability, quick learning ability, and dependability.

Qualifications:

  • Clearance: Candidates must possess or be eligible for an active DoD secret clearance; sponsorship is available for qualified candidates.
  • Certification: CompTIA certification is required, specifically the CE version of any CompTIA (A+, Network+, Security+).
  • Experience: Strong customer service background, familiarity with Microsoft Windows OS, and experience with ticketing systems such as HP Service Manager or Remedy. Basic troubleshooting skills for hardware and software are essential.

Apex Systems is an equal-opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on any protected characteristic and encourage qualified applicants to apply.