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Job Summary:



We are seeking a skilled Desktop Support Analyst with a specialization in the education sector to join our team. The primary focus of this role will be to provide technical support to administrators of College-Level Examination Program (CLEP) and Advanced Placement (AP) exams, but may expand in scope with time. The ideal candidate will possess strong critical thinking skills and the ability to troubleshoot and resolve issues independently while also leveraging available knowledge bases when necessary.






Responsibilities
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Provide technical support within the educational field in the administration of exams, including but not limited to troubleshooting hardware and software issues, configuring systems, and resolving network connectivity problems.

Collaborate with exam administrators to understand their technical needs and provide appropriate solutions.

Install, configure, and maintain software used in administering exams.

Develop and maintain documentation related to technical processes, procedures, and troubleshooting steps.

Respond to support requests in a timely manner and prioritize issues based on severity and impact on exam administration.

Train exam administrators on the use of software related to exam administration.

Stay informed about updates and changes to related exam administration procedures and technology requirements.

Collaborate with other members of the IT team to troubleshoot complex issues and implement solutions.

Continuously evaluate and improve processes related to technical support for exam administration.







Requirements
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Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) or commensurate experience.

Proven experience providing technical support in an education setting, preferably with a focus on administering standardized tests such as CLEP and AP exams.

Strong critical thinking and problem-solving skills, with the ability to troubleshoot and resolve issues independently.

Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.

Proficiency in configuring and troubleshooting desktop hardware, operating systems (Windows, macOS), and software applications.

Familiarity with network troubleshooting and basic network protocols.

Ability to be coached and implement feedback immediately.

Ability to work independently with minimal supervision while also functioning well within a team environment.

Experience with knowledge base systems and the ability to utilize them effectively when needed.

Flexibility to work outside of regular business hours as needed, particularly during peak exam administration periods.

Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar credentials are a plus.