Technical Support Specialist I
West Virginia University Foundation · Morgantown, WV · 2 wk ago
Full-time
Duties And Responsibilities
- Provide first-level technical support for hardware, software, and application issues
- Respond to and resolve service requests using a help desk or ticketing system (HappyFox)
- Troubleshoot and diagnose technical issues and escalate when necessary
- Aid with user account setup, access control, and permission management
- Support enterprise applications and systems such as: Blackbaud CRM and FENXT, Salesforce, Slack, Zoom, Microsoft365, Microsoft Admin Center
- Work with third-party vendors to resolve system issues
- Participate in testing, training, documentation, and implementation of new systems
- Maintain accurate documentation of incidents, resolutions, and procedures
- Aid with data integrity, validation, and basic data analysis tasks
- Collaborate with team members and other departments to support business operations
- Continuously develop technical knowledge and skills
Qualifications
- Minimum Qualifications: Bachelor’s degree in Management Information Systems, Computer Science, or related field, or equivalent combination of education and experience
- 0 to 2 years of experience in IT support, help desk, or a related role
- Basic knowledge of computer hardware, operating systems, and mobile devices
- Strong problem-solving and analytical skills
- Effective verbal and written communication skills
- Ability to provide professional and responsive customer support
Preferred Qualifications
- Experience with help desk or ticketing systems
- Familiarity with Microsoft 365, Active Directory, or similar platforms
- Exposure to enterprise systems such as CRM or data management tools
- Industry certifications (CompTIA A+, Network+, or equivalent)
Core Competencies
- Customer Service
- Problem Solving
- Communication
- Teamwork
- Attention to Detail
- Adaptability
Work Environment
- Office-based environment with cubicles and shared workspaces
- Hybrid eligibility in accordance with organizational policy
- Standard business hours with occasional flexibility
- Limited travel may be required