The Technical Support Specialist serves as the first line of customer support to end users of network, desktop, and enterprise applications. The position is responsible for PC network client configuration, general PC maintenance and troubleshooting, and provide user for all network hardware, software, and peripherals. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters incident and service request calls into an automated tracking tool. Evaluates the business impact of IT problems, resolves, problems within the scope of job description, and triages problems to other areas within or outside information Services & Strategies for resolution.
SECTION 2: ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide technical support for all APA personal computers.
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).
Identify a user problem vs. a hardware or software problem, and then resolve.
Assist with hardware and software application questions.
Assist users with need assessments.
Check Help Desk System for assigned tasks; act as Tier 1, assigning tickets, tracking, and following up on the status of the tickets. Check with the rest of the helpdesk team making sure the tickets have the essential information from the user to ease the troubleshooting process and validating resolution.
Respond in a timely fashion to assigned tasks, and update tickets with status.
Document in the Help Desk System progress and/or status of assigned tasks.
Assign tickets to support staff as needed.
Support all Apple iOS devices including but not limited to iPhones, iPads, Mac Desktops and laptops, with particular attention to the needs of CEO and Medical Director and other senior level Mac users.
SECTION 3: REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS
Bachelor’s degree or equivalent technical training
3 years of work related experience in a computer related customer service and technical support environment.
Professional knowledge and formal training in hardware maintenance and repair, Microsoft Operating Environments (all versions), local area network environments, Microsoft Office Products, Apple Products.
Apple Certification is highly desired.
A+/Net+ certification is a plus.
Will be required to participate in two courses per year in a job related continuing educational activity.
SECTION 4: 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.
Internal Number: TECHN01097
About American Psychiatric Association
American Psychiatric Association (APA) is the world's largest psychiatric organization, with its 37,000 U.S. and international member physicians and 240 employees. Its vision is a society that has available, accessible quality psychiatric diagnosis and treatment. APA has excellent benefits, including medical, dental, 401k, flexible spending accounts, and tuition assistance. The APA is located in Arlington, VA within walking distance of the Rosslyn Metro stop.