Technical Support Analyst-Franklin

Job#: 2063789

Job Description:

Our client in Franklin WI is looking for a hardworking, reliable Technical Support Analyst to join their team. Job is onsite 5 days a week in Franklin. Please reach out to to apply.

Job Description

1.Uses knowledge of PC, mobile device, hardware, software configurations, operating systems and LAN to resolve technical environment issues and provide implementation support to successfully support our customers. Provides omni- channel technical support (Home Office and Field) in a fast paced, high-pressure environment while multi-tasking (e.g. two simultaneous chat windows) and/ or prioritizing efforts as needed.

2.Performs initial client experience consultation to include Applying functional / technical knowledge for problem/issues analysis, use of software tools to assist in developing solutions and test fixes to resolve first action whenever possible.

3.Seeks more sophisticated assignments and issue resolution to gain experience in becoming a multi-functional technical domain specialist in both Field and home office technology support.

4.Identifies process/ service improvement ideas with a continuous learning and improvement mentality. Partners with more experienced team members to help drive innovation and idea implementation where possible.

5.Ability to establish good interpersonal relationships with internal and external teams. Participates in temporary project / support assignments as needed.

6.Leverages experience, existing communication channels, and knowledge management to execute process and resolve issues while exciting and level setting clients about the technology environment.

?Offers ideas to improve client experience. Associates or Bachelors degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience required Minimum of 2 years technical Help Desk experience Advanced knowledge in computer, mobile device hardware, and software trouble-shooting including proficiency in using software support tools. Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally an in writing at all levels in a succinct yet understandable fashion based on audience. Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a constantly evolving technology environment. Resolves issues while exciting and level setting clients about the technology environment. Offers ideas related to improving the client experience. Strong oral and written communication skills, including ability to quickly establish rapport and build a distinctive client experience. Strong analytic skills and ability to tackle problems. Initiative and motivation to include willingness to share feedback to drive process improvement. Keen attention to detail including proficiency in concise and understandable ticket documentation. Ability to adapt to changing needs of the business.

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 .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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