The Senior Technical Support Specialist provides process and technical leadership within the help desk for supporting the American Public University System (APUS) community. This role provides technical assistance to APUS and acts as a liaison between the help desk and the other information technology (IT) departments for escalation of issues. The incumbent has an in-depth knowledge of core applications and processes, spends time delegating tasks, coordinates projects, negotiates workload and reports to management. Additionally, the senior technical support specialist mentors current staff and provides training to new staff. The incumbent possesses excellent technical skills, outstanding leadership skills and a desire to provide exemplary customer service.
Acquires and demonstrates an in depth knowledge of core applications and processes.
Mentors other team members to achieve better technical support and customer service.
Provides constructive, regular feedback to team members.
Creates schedules to ensure appropriate coverage.
Provides coordination and leadership to projects.
Tracks and monitors issue resolution across tiers to ensure Service Level Agreements (SLAs) are met.
Ensures the performance of the staff is kept to a high standard.
Ensures proper escalation of tickets beyond help desk.
Collaborates with different units within IT as well as within the business to identify and resolve user issues.
Creates and analyzes daily reports surrounding incident tickets.
Analyzes daily ticket creation and conducts daily reviews of ticket categorization and provides feedback to team.
Provides feedback on potential improvement of process including enhancement to the ticket tracking system.
Manages assets, software and inventory.
Performs knowledge management and documentation.
Performs all the essential functions of technical support specialist in order to assist and provide leadership to the team.
Assists 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.
Ensures compliance with University technology policies.
Performs other duties as assigned.
Ability to lead a technical team in a fast paced environment.
Expertise in the support of Microsoft desktop operating systems.
Basic knowledge of Apple products, laptops, and mobile devices.
Ability to diagnose software and hardware problems.
Ability to support peripherals.
Ability to provide technical support by email, phone, remote assistance, and face-to-face.
Ability to maintain a professional demeanor and display excellent communications skills.
Excellent problem solving and analytical skills.
Ability to work efficiently in a dynamic, expanding environment, both with and without direct supervision.
Knowledge of incident/problem management processes.
Understanding of asset tracking software and inventory management.
Ability to learn the fundamentals of all software products used at the University.
Ability to follow established workflow within the University’s service desk.
Accurate reporting skills and attention to detail.
Understanding of fundamental computer networking technologies.
Willingness and ability to learn new skills.
Bachelor’s degree or equivalent experience in an environment similar to APUS.
Five plus years of experience in desktop support with multiple access methods required.
Three plus years of experience in a leadership role required.