Note: APA operates on a 37.5-hour work week with one hour lunch breaks each day. APA sets salaries based on several considerations, including years of relevant experience, level of education, and previous staff and/or governance experience at APA.

DESCRIPTION:

This position is focused on providing quality customer service and support for those utilizing APA's IT resources. Installing, troubleshooting, configuration and repair of hardware and software for computers, peripherals, network connectivity, telephony issues and meeting support are the primary services provided by this position.

EDUCATION AND EXPERIENCE REQUIRED:

• Associate degree in Computer Science/Information Technology or Technical School/Corporate Sponsored Technical Training.
• In lieu of the education requirement, at least two years of technical customer support experience with Windows and Apple-based hardware, software and peripherals, including installing, troubleshooting, configuration and repair, and onsite, remote and virtual meeting support.

COMPUTER SKILLS:

• Significant experience providing technical customer support for Windows and Apple-based hardware and software and network connectivity as outlined below.

Hardware: Laptops, desktops, printers, mobile devices, related peripherals and video conferencing devices.

Software: Microsoft and Apple-based operating systems, application software including Microsoft Office 365 applications, Adobe applications and video conferencing software such as Zoom, MS Teams and other meeting-oriented applications when needed.

Network: Ability to complete basic tasks to provide Ethernet connectivity, troubleshooting and repair for all supported equipment utilizing hardwired network connections and WiFi connectivity including familiarity with certificate issuance.

• Significant experience with supporting Microsoft and Apple operating systems, and related approved application software such as Microsoft Office 365, Zoom client and Zoom mobile apps as well as Adobe applications and numerous others.
• Experience with Jira and remote tools such as GoTo Central, etc.

RESPONSIBILITIES:

• Provide timely remote and in-person technical support to configure and install hardware and software on laptops, desktops, printers, mobile devices, related peripherals and video conferencing devices. This includes office applications, backing up workstation data, repurposing valid, used equipment for redeployment and decommissioning outdated equipment.
• Provide support: Over the phone via the Service Desk Contact Center system, MS Teams, and email messages to enter and process tickets to track and bring to resolution utilizing the Service Desk ticketing system. Ensure user satisfaction through timely and effective responses to all related requests, inquiries, complaints, and problems.
• Focal point for first and second tier problem reporting and follow up. Utilizes and maintains automated Service Desk tools, assigns, updates and monitors status and resolution for all reported computer, network and telephony problems, fully updating and processing to completion, the associated tickets.
• Provide technical support, meeting equipment setup and general assistance with basic training for the host, for all APA meetings when requested, including remote, onsite and other local venues.
• Provide Ethernet connectivity, troubleshooting and repair for all supported equipment utilizing hardwired network connections and WiFi connectivity including familiarity with certificate issuance.
• Provide network user administration for staff onboarding through Active Directory, Exchange Management Console and power shell commands.
• Provide basic telephony support for softphone issues.
• Utilize a service desk database application to record and track incidents; document the problem-solving process by including all successful and unsuccessful troubleshooting techniques and actions taken from beginning to final resolution.
• The Service Desk is the pivotal point of contact for IT-related questions. Therefore, understanding where to direct inquires is key to building IT knowledge of organizational processes to guide users most effectively to the right solution and/or group.
• Onsite and Remote work - APA offers and encourages remote work whenever possible. When the responsibilities of the position necessitate, and/or upon request from the supervisor, the location can be work onsite at APA's Headquarters building - 750 First St., NE, DC or in any local venue to meet our customer's needs.
• Other duties as assigned.