Technical Support Analyst

2 weeks ago


Bolingbrook, Illinois, United States Apex Systems Full time

Position Title: IT Support Specialist

Work Arrangement: Fully Remote

Contract Duration: 4 months

Overview:

Apex Systems is seeking an IT Support Specialist to join our Information Systems Team. This role is integral to our Corporate Office, where the specialist will collaborate with a skilled and geographically dispersed support team. The IT Support Specialist will deliver technical assistance across various technologies for retail locations, corporate offices, and distribution centers.

Key Responsibilities:

  • Deliver first and second level support to users experiencing technical issues, with a strong emphasis on customer satisfaction.
  • Utilize troubleshooting expertise to provide clear solutions and technical advice to our retail stores, corporate office, and distribution centers.
  • Ensure accurate and timely documentation of incidents and resolutions in the service management database.
  • Comply with Service Level Agreements by effectively resolving, escalating, and communicating the status and resolution of incidents.

Additional Duties:

  • Act as a liaison between IT Operations and Service Desk support staff during outage situations to ensure precise incident interpretation.
  • Maintain ongoing communication with the Service Desk throughout the resolution process.
  • Contribute to the development and upkeep of Service Desk training materials and Knowledge Articles.
  • Possess a comprehensive understanding of products and services supported by the service desk.

Qualifications:

  • Bachelor's degree or equivalent professional experience.
  • Minimum of 1 year of experience in technical support or IT roles.
  • Proficient understanding of Microsoft products, with the capability to diagnose software and hardware issues.
  • General knowledge of Retail Systems.
  • Ability to manage multiple tasks simultaneously and effectively.
  • Strong customer service, organizational, and communication abilities.
  • Excellent verbal and written communication skills.
  • Ability to interact effectively with both internal and external business partners.

About Apex Systems:

  • Apex provides a variety of resources for our contractors, including:
  • Training and Development Programs: Access to a series of webinars led by global experts covering essential topics and technologies.
  • Comprehensive Benefits: Health, Dental, Vision, 401K, and Employee Stock Purchase Program.
  • Robust Support Network: A dedicated team of Recruiters, Support Services, and Contractor Care Representatives to assist our contractors.
  • Awards and Recognition: Apex has received accolades for both Client Satisfaction and Contractor Satisfaction.

Apex Systems is an equal opportunity employer and values diversity in the workplace.



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