Service Desk

Company: Apex Systems
Location: Cary
Posted on: February 21, 2021

Job Description:

DESCRIPTION: You'll answer and diagnose incoming service calls from Federal, State, Local and Education customers. Perform initial diagnosis and take actions to correct problems. Enlist network management personnel, terminal personnel, and other support groups as necessary to facilitate trouble resolution. Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures. Provide information to customer regarding the status and resolution of their reported problem. Manage tickets to resolution and perform escalations when necessary.*Enlist network management personnel, support, or repair organizations as necessary to facilitate trouble resolution. *Interface with 3rd Party Providers for the isolation and repair of customer troubles. Seek assistance when necessary. *Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures. *Exercise independent judgment and manage the escalation process as required, in support of trouble repair activities. *Document and track troubles within the Enterprise Ticket Management System to facilitate trouble resolution. *Update knowledgebase systems to provide accurate troubleshooting guidelines related to repair activities. *Provide alternate solutions to resolve issues outside normal guidelines and procedures. *Able to assist others to minimize/address long duration ticket issues. Youll need to have: *Bachelors degree or one or more years of work experience. *Willingness to work different shifts. *Eligibility to obtain a Public Trust Security Clearance. *Customer Service and Call Center Experience. Even better if you have: *A degree. *PC (MS Office Suite) proficiency. *Strong interpersonal and written/verbal communication skills. *Experience in Technical industry. *Project Management Knowledge. *Ethernet/VOIP/SD WAN networking experience.EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or - provided by Dice

Keywords: Apex Systems, Cary , Service Desk, Other , Cary, North Carolina