Technical Support Analyst

Company

Apollo Technology Solutions LLC

Location

Colonial Heights, Virginia, United States

Type

Full-time

            Job Title: Technical Support Analyst

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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Technical Support Analyst

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