Technical Support Specialist
Job Details
American Psychiatric Association HQ - Washington, DC
Full Time

POSITION SUMMARY

The Technical Support Specialist serves as the first line of customer support to end users of network, desktop, and enterprise applications. The Technical Support Specialist provides on-site and remote support for laptops/desktops/peripherals, Commercial Off the Shelf (COTS) Software, approved software/hardware, enterprise applications, and network access. He\she possesses exceptional communication skills, technical, and analytical skills. He\she resolves technical end-user support issues in a help desk setting and performs technical troubleshooting. He\she works closely with other members of the Information Technology team to remediate reported end-user issues in a timely and professional manner. He\she is a successful team player who is knowledgeable of APA products used and is expected to be a contributor to new product testing before deployment to end-user community. He\she is expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance at the desktop level.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide technical support for all APA staff both onsite and remote.
  • Provide support for all APA hardware, software and applications both onsite and remote.
  • Install new or upgraded software applications.
  • Install new or upgraded hardware and peripherals.
  • Test software and/or hardware for problems and correct before making it available to users.
  • Configure hardware (PC’s, laptops, cell phones, and mobile devices).
  • Provide 1st tier troubleshooting and resolution to problems. Escalate issues to supervisor when not able to resolve in a timely fashion.
  • Repair hardware (printers, terminals, replace toner, change cables)
  • Assist with hardware and software application questions.
  • Assist users with need assessments.
  • Assign tickets to support staff and follow support queue procedures for working with end-users and updating ticket information in a timely fashion
  • Respond in a timely fashion to assigned tickets and assigned tasks.
  • Support all Apple devices
  • Maintaining inventory and oversee asset management of all hardware and software.
  • Providing technical support for VOIP phone system and SaaS related applications.
  • Monitoring and tracking virus protection services for all company managed hardware.
  • Deploy workstation hardware, printers and other peripheral devices including new installations and the refreshing of existing equipment
  • Performing new hire orientation including mapping shared drives, group mailboxes and VPN access as needed
  • Complete daily monitoring tasks as assigned

REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS 

  • Bachelor’s degree or equivalent technical experience
  • 3+ years of experience in a technology related support environment.
  • Demonstrated experience in hardware deployment, maintenance and repair
  • Experience working with Microsoft products, local area network environments, Microsoft Office Products, Apple Products.
  • Apple Certification preferred.
  • A+/Net+ certification is a plus.Must be a team player

 

PHYSICAL DEMANDS

  • Normal demands associated with an office environment.
  • Ability to work on computer for prolonged periods, communicate with individuals by telephone, e-mail and face to face.
  • Regular bending to gain access to equipment for service and maintenance. Some equipment is placed under desks and in other fixtures requiring lifting while kneeling.
  • Lifting of weights up to 50 pounds for short distances. Some of the lifting includes objects of large size or awkward weight distribution such as network printers or monitors.
  • The ability to lift objects of 35 pounds above the head.
  • Occasional team-lifting of loads of up to 120 pounds to heights of up to 60 inches.
  • Regular repetitive motion of the upper body and full range of motion of the upper body.
  • Some travel may be required.

 

EOE, including disability/vets

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