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


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.



  • 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


  • 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



  • 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