Technical Support Specialist

Synopsis of Role:

The Technical Support Specialist has responsibility for desktop and remote user support for the University staff (both on- and off-site). This role will serve as first-touch response and support for all end users.  The Technical Support Specialist will provide training to end users, perform diagnosis, trouble-shooting, and break-fix support for all desktop platforms. Technical Support Specialists will oversee setup, configuration, and roll-out of equipment for new users, as well as providing upgrade services and relocation and configuration (moves) for existing users.  He or she will recommend/research/implement new hardware/software solutions for end users. Detailed communication to management and engineering staff is required. Successful candidate will work in team environment supporting applications, development, and production systems operations and escalate network, server, and application issues to the assigned team members.

Essential Functions: 

• Responsible for assisting all users and students with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
• Displays good analysis and problem solving skills, accurately analyzing a situation and utilizes creative problem solving.
• Provides initial diagnosis of computer related software and hardware issues and resolves computer related issues.
• Creates and manages user accounts and access within policies to ensure optimal productivity.
• Troubleshoots and resolves end-user issues related to enterprise applications.
• Receives, logs, documents, appropriately routes, and tracks Help Desk problem or inquiry calls, and service calls from University wide users and students. Documents and maintains Help Desk operations and procedures.
• Helps to maintain an inventory of University technology assets.
• Ensures compliance with University technology policies.
• Other duties as assigned.

Preferred Education and Experience:

• Bachelor's degree or equivalent experience in an environment similar to APUS.
• 3-5 years experience in desktop support with multiple access methods.
• Experience supporting desktops in a Citrix environment.
• Knowledge of Active Directory.
• Basic networking knowledge required.
• Previous customer service experience highly desirable.
• A+ and Microsoft certifications preferred.

Work Environment and Physical Demands:

• Standard office environment in Charles Town, WV. The employee must have the ability to move/lift equipment up to 50 pounds.
• Core business hours are 8:00 am – 5:00 pm. Occasional evenings and weekends may be required.