Responsibility Summary: Apex is looking to hire an adaptable technical support specialist II to provide advanced hardware and software assistance to branch and home-office associates of a Major Fortune 300 Company. Support encompasses users in the United States and Canada to ensure continued functionality in a high volume, fast tempo technical support center. Ideal candidate is a balance of technical knowledge with excellent customer service and can adapt to an ever-changing environment. Responsibilities: • Diagnose, analyze, and resolve complex technical issues across various platforms collaborating closely with peers to identify ticket trends and potential wide-spread issues. Partner with leaders to resolve and create proactive measures to reduce future occurrences • Troubleshoot inquiries in a timely manner guiding technical and non-technical users through the problem-solving process. Escalate incidents and outages to other technology departments when appropriate and dispatch vendors, as necessary • Apply technical understanding with minimal direction to resolve issues utilizing troubleshooting tools, following department processes, and other resources as appropriate • Evaluate and prioritize customer support requests via workflow based on severity/time sensitivity of the situation • Provide IT support for devices including PC workstations/laptops, MACs, thin clients, printers/fax, scanners, office phones, iPhones, android phones, iPads, Tablets, modems, routers, and switches • Support end-users in their use of applications & troubleshooting complex technical issues including Microsoft Office 365, Teams, Intune virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc • Mentor and coach associates on specific equipment/on-the-job training to reinforce learning