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Technical Support Analyst
Apollo Technology Solutions LLC • Colonial Heights, Virginia, United States
About the Role
Job Title: Technical Support Analyst
Job Location: Colonial Heights, VA
Duration: 4 months
Job Type: Contract
Interview mode: In-person only
Key Responsibilities:
Job Location: Colonial Heights, VA
Duration: 4 months
Job Type: Contract
Interview mode: In-person only
Key Responsibilities:
- Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.
- Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).
- Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.
- Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.
- Knowledge Base Growth: Contribute to our internal "How-To" guides to help users (and the team) help themse...
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