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First-level support of all inbound calls, generating an Incident for all new issues.
Accurately logging, ticketing, and tracking/owning all incidents.
First contact resolution of desktop issues or follow proper escalation procedures
Provide accurate, timely, and professional resolution on all supported issues.
Provide a high level of professionalism and customer service.
Timely, accurate, thorough and professional follow-up on all Incidents.
Quickly identify and escalate high-priority issues.
Accurately triaging/assigning/escalating tickets per current processes and standards.
Efficiently and accurately resolving all assigned Incidents.
Identify and document Incident resolution and support knowledge.
Timely and accurate completion of all assigned duties.
Maintain dependable attendance and schedule adherence.
Strong critical thinking skills that facilitate expedient problem solving
Strong communication skills
The ability to effectively communicate technical matters to a non-technical audience
Hardware/software maintenance skills
Ability to multitask while staying focused in a fast-paced competitive environment
Proficient with Microsoft Office
Proficient with Windows 7 and Windows 10 operating system
Knowledge of mobile devices
Experienced in the use of remote access applications
Able to work in a team environment
Able to resolve technical issues within the policies and guidelines provided
Excellent customer service skills
Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
Microsoft Certified IT Professional (MCP) preferred
Ability to work in a 24/7/365 environment including holidays
Familiar with Service Desk support methodology
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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