Technical Support Specialist I

The Edventure Group; Morgantown (WV); On-site; USD 40,000 - 52,000; Full time

Job summary

The Edventure Group in Morgantown, WV seeks an entry-level Technical Support Specialist I to provide first-line support for hardware, software, and apps, and assist with user account management. You will help with system setups, monthly inventory, and data integrity initiatives in a collaborative, service-oriented environment.

You'll work with HappyFox for tickets and support enterprise apps like Microsoft 365, Salesforce, Slack, Zoom, and Blackbaud CRM, developing technical skills and customer

Qualifications

• Bachelor’s degree in MIS, Computer Science, or related field, or equivalent combo.
• 0–2 years IT support or help desk experience.
• Basic knowledge of computer hardware, operating systems, and mobile devices.
• Strong problem-solving and analytical skills with good communication.
• Ability to provide professional and responsive customer support.

Responsibilities

• Provide first-level technical support for hardware, software, and application issues.
• Respond to and resolve service requests using a help desk system (HappyFox).
• Troubleshoot and diagnose issues and escalate when needed.
• Assist with user account setup, access control, and permission management.
• Support enterprise apps such as Blackbaud CRM, FENXT, Salesforce, Slack, Zoom, Microsoft365, and Microsoft Admin Center.
• Collaborate with vendors to resolve system issues and participate in testing, training, and implementation of new systems.
• Maintain documentation of incidents, resolutions, and procedures; assist with data integrity and basic analysis.

Skills

Customer Service

Problem Solving

Communication

Education

Bachelor’s degree in MIS/CS or related field

Tools

HappyFox

Microsoft 365

Active Directory

Salesforce

Blackbaud CRM

FENXT

Slack

Zoom

Microsoft Admin Center

Job description

Job Summary

The Technical Support Specialist I provides technical support to end users and assists in maintaining the organization’s technology systems and applications. This entry-level role is primarily responsible for troubleshooting hardware, software, and application issues and supporting user account management. The role will occasionally assist the Manager of Technical Support Services with technical equipment setup for new employees, monthly hardware inventory, system implementations, and data integrity initiatives. This position offers an opportunity to develop technical skills while working in a collaborative, service-oriented environment.

Duties and Responsibilities

Essential Functions and Responsibilities include the following:

• 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 elevate when necessary
• Assist 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
• Assist 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

Education, Experience and Competencies:

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