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Technical Support Specialist, IT

American Public Education, Inc. Careers

This is a Full-time position in Charles Town, WV posted September 20, 2022.

Technical Support Specialist

American Public Education, Inc.

The Technical Support Specialist is responsible for desktop and remote user support for American Public Education, Inc. (APEI) or its affiliates’ staff, both on-site and remote. This role serves as a first-touch response and support for all end users. The technical support specialist provides training to end users, performs diagnosis, trouble-shooting, and break-fix support for all desktop platforms. The incumbent oversees setup, configuration, and roll-out of equipment for new users, as well as provides upgrade services and relocation and configuration moves for existing users. Additionally, the technical support specialist recommends, researches, and implements new hardware and software solutions for end users. Detailed communication to management and engineering staff is required. This role works in a team environment supporting applications, development, and production systems operations; and escalates network, server, and application issues to the assigned team members.

Primary Functions:

Assists all end-users 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 analyzes 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/inquiries and service calls from University wide users.
Documents and maintains Help Desk operations and procedures.
Helps to maintain an inventory of University technology assets.
Ensures compliance with University technology policies.
Performs other duties as assigned.

Essential Skills:

Expertise in the support of Microsoft desktop operating systems.
Ability to diagnose software and hardware problems.
Experience with Active Directory, Group Policy, and Citrix.
Ability to support core Microsoft applications.
Ability to provide technical support by e-mail, phone, remote assistance, and face-to-face; professional demeanor and excellent communications skills are required.
Good problem solving and analytical skills.
Ability to work efficiently in a dynamic, expanding environment, both with and without direct supervision.
Ability to learn the fundamentals of all software products used at the University.
Ability to follow established workflow within the University’s Help Desk.
Accurate reporting skills and attention to detail.
Understanding of fundamental computer networking technologies.
Willingness and ability to learn new skills.


Associates degree or equivalent experience in a higher education setting.
Minimum three years of experience in desktop support with multiple access methods.
Experience supporting desktops in a Citrix environment.
Basic networking knowledge required.
Previous customer service experience highly desirable.
A+ and Microsoft certifications preferred.
Information Technology Infrastructure Library (ITIL) certification preferred.

Work Environment and Physical Demands:

Standard office environment in Charles Town, WV. Travel to other affiliate locations may be required.
Must have the ability to move and lift equipment up to 50 pounds.
This position will participate in a weekend on call rotation.
Ability to perform after hours and weekend work essential.
Hours for this shift would be 11: 30 a.m. – 8:00 p.m. ET

About Us:

A leading education services provider that offers respected, innovative and affordable educational programs and services through its wholly owned subsidiaries: American Public University System (APUS), which encompasses American Public University (APU) and American Military University (AMU); Rasmussen University, and Hondros College of Nursing (HCN).

It is the policy of American Public University System (APUS) and American Public Education, Inc. (APEI) to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. of American Public University System (APUS) does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.