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Technical Support Analyst
2 months ago
Position: Technical Support Analyst
Company: Apex Systems
Position Overview:
The Technical Support Analyst is responsible for delivering exceptional support via phone and email, assisting users with a variety of computing and networking challenges. This role involves diagnosing software, hardware, and network issues, providing solutions, and escalating more complex problems when necessary. The analyst will also support financial and administrative software applications, ensuring adherence to established policies and procedures.
Key Responsibilities:
- Deliver support through telephone and email for computing and networking challenges.
- Diagnose and resolve software, hardware, and network-related issues.
- Escalate complex technical problems as required.
- Provide functional support for financial and administrative software applications.
- Ensure compliance with organizational policies and procedures.
- Assess whether on-site technician visits are necessary based on problem analysis.
- Create and manage work orders, ensuring timely resolution.
- Evaluate user applications and operating systems for ongoing maintenance.
- Document issues reported and the solutions provided.
- Diagnose and troubleshoot problems with various operating systems and devices.
Required Skills:
- Proficiency in ServiceNow
- Familiarity with Microsoft Suite
- Experience with Microsoft 365
- Knowledge of Creative Cloud
- Understanding of cloud-based storage solutions
- Experience with Apple and Microsoft hardware/software
- Strong customer service skills
- Ability to adapt and respond quickly to issues
- Active listening skills and prompt responses
Education and Certifications:
- Bachelor's degree preferred or equivalent professional experience
- Certifications such as A+, Network+, or Microsoft Certification are advantageous
