Operations Support Analyst /Tier 1 Help Desk

Apollo Technology Solutions-posted about 1 year ago
Full-time • Entry Level
Remote • Mechanicsville, VA
Professional, Scientific, and Technical Services
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The Operations Support Analyst / Tier 1 Help Desk role at Apollo Technology Solutions LLC is designed to provide technical support and assistance to users, ensuring timely resolution of issues and maintaining high levels of customer service. This position involves working in a hybrid environment, with a focus on troubleshooting technical problems, managing support tickets, and collaborating with team members to enhance service delivery.

  • Identify, research, and resolve technical and procedural issues.
  • Respond to telephone calls, emails, tickets, and personnel requests for technical support.
  • Document, track, and monitor issues/tickets to ensure timely resolution.
  • Escalate unresolved issues/tickets to Tier II/III support.
  • Read and comprehend technical procedures and Standard Operating Procedures (SOPs).
  • Communicate accurate and useful status updates to users.
  • Manage and report time spent on all work activities.
  • Work independently and proactively with minimal supervision/direction.
  • Adapt to a rapidly changing environment and work flexible shift schedules.
  • 2 years of technical customer service experience or equivalent experience/education.
  • Strong understanding of computer systems, including hardware, software, and networks.
  • Excellent analytical abilities to identify, diagnose, and resolve customer issues.
  • Strong problem-solving abilities with skills in analyzing and resolving technical issues.
  • Strong analytical, interpersonal, and written/verbal communication skills.
  • Degree in a relevant field preferred or equivalent relevant experience in IT support.
  • ITIL certification preferred.
  • Network+, A+, or Security+ Certification preferred.
  • Experience with Ticketing Systems (ServiceNow preferred).
  • Flexible hybrid work schedule
  • Opportunity for professional development
  • Exposure to various technologies and systems
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