Technical Support Specialist

The Technical Support Specialist provides comprehensive desktop and remote support for student, faculty and staff of American Public University, Rasmussen University and Hondros College of Nursing, serving as the first point of contact for end-user technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving hardware and software issues across multiple desktop platforms, ensuring timely and effective support.

In addition to break-fix services, the Technical Support Specialist manages the setup, configuration, deployment, and relocation of end-user equipment, as well as system upgrades. The role also delivers user training and guidance to enhance overall technology adoption and efficiency.

Working collaboratively within a team environment, the incumbent supports applications, development, and production operations, while escalating more complex network, server, and application issues to appropriate teams. The position requires strong communication skills to effectively coordinate with management and engineering staff, as well as the ability to evaluate, recommend, and implement new hardware and software solutions to meet evolving business needs., * Provide professional and courteous support to users and students, addressing questions related to supported software and computing platforms.

• Demonstrate strong analytical and problem-solving skills to accurately assess issues and implement effective solutions.
• Perform initial diagnosis and resolution of hardware and software issues affecting end-user systems.
• Create, manage, and maintain user accounts and access in accordance with established policies to support productivity and security.
• Troubleshoot and resolve issues related to enterprise applications for end users.
• Receive, log, document, prioritize, and track Help Desk requests, ensuring proper routing and timely resolution.
• Develop, document, and maintain Help Desk procedures and operational guidelines.
• Assist in managing and maintaining an accurate inventory of organizational technology assets.
• Ensure adherence to organizational technology policies, standards, and procedures.
• Perform additional duties and responsibilities as assigned.

• Work in a standard office environment on campus
• Ability to lift and move equipment up to 50 pounds
• Strong expertise in supporting Microsoft desktop operating systems and core Microsoft applications.
• Preferred experience with Active Directory, Group Policy, and InTune
• Proven ability to diagnose and resolve hardware and software issues efficiently.
• Deliver technical support through multiple channels, including phone, email, remote tools, and in-person interactions, with strong communication skills.
• Demonstrate strong analytical, problem-solving, and troubleshooting capabilities.
• Ability to work effectively in a fast-paced environment, both independently and collaboratively.
• Quickly learn and support a wide range of organizational software applications.
• Follow established Help Desk workflows, procedures, and best practices.
• Maintain high attention to detail with accurate documentation and reporting.
• Possess a foundational understanding of networking concepts and technologies.
• Demonstrate adaptability and a commitment to continuous learning.
• Minimum of three (3) years of desktop support experience across multiple access methods.
• Basic networking knowledge required.
• Prior customer service experience is strongly preferred.

Education/Certifications:

• Associate degree or equivalent experience
• CompTIA A+, Microsoft, ITIL preferred

Online, on campus and in the workplace, we provide higher education and training to our country’s heroes - military service members, veterans, nurses, government employees, and motivated professionals that want to make a difference. American Public Education, Inc. educates service-minded students, ranging from the military, public service, federal agencies, and nursing communities, through American Public University System (APUS), Hondros College of Nursing (HCON), and Rasmussen University.