Support Engineer

• Responsible for maintaining hardware standards in the CFSB office space for consistency of installations, quality and appearance of cabling, labeling, documentation, asset management, ticket and process compliance, and meeting SLA’s
• Accountable for the installation, removal, modifications, and/or relocations of hardware in all locations consistent with job specifications and ensuring schedules and standards are met
• Responsible for configurations, installs, repairs, and troubleshooting issues related to hardware performance on end-user devices
• Responsible for reviewing and revising quality control processes as necessary and developing/documenting standard work methods
• Accountable for maintaining hardware related output queues (incident, service request, change management)
• Responsible for in-depth troubleshooting of hardware related problems
• Responsible for assisting in maintaining the change management database and hardware inventory at operating locations
• Responsible for assist in the development/maintaining of best practices and procedures for the team
• Accountable for on-call support for incidents within the organization
• Responsible for performing duties following all safety guidelines and corporate policies
• Responsible for performing additional duties as assigned

End User Support Analyst

• Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on
• Engaging directly with HPE engineers
• Translating field-observed symptoms into actionable technical requirements
• Training and enabling a managed services team field engineers
• Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements
• Conducting on-site work at customer locations
• Hardening environments to DISA STIG requirements

Principal Product Support Engineer, Level 4 – Clearance Required: Secret

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on, and owning the technical path to resolution across the full infrastructure stack — spanning bare metal, hypervisor, networking, and application layers — using direct access to production environments, log analysis, and service-level debugging
• Engaging directly with HPE engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rollout
• Translating field-observed symptoms into actionable technical requirements for product and engineering teams — filtering noise from vague customer complaints into precise, reproducible problem statements
• Training and enabling a managed services team field engineers who are new to the PCE platform — producing runbooks, leading technical walkthroughs, and building their operational confidence
• Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements
• Conducting on-site work at customer locations
• Hardening environments to DISA STIG requirements and supporting audit readiness activities
• Producing customer-facing incident summaries and internal knowledge base articles after each major resolution

Federal Principal Product Support Engineer, Clearance Required – Secret

• Protect system uptime in mission-critical environments
• Mitigate financial exposure and warranty risk
• Safeguard customer relationships and brand equity
• Interpret wiring diagrams, sequence of operation, and mechanical schematics
• Guide technicians toward safe, code-compliant, and performance-driven solutions
• Communicate with authority during high-pressure field events
• Document technical findings to improve organizational learning

Technical Support Specialist III

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

Technical Support Agent

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Technical Support & Sales Representative

• Lead and motivate a distributed team of T1/T2/T3 engineers including dedicated Mission Control Engineers (MCEs).
• Identify workflow bottlenecks, remove roadblocks, and create realistic project timelines.
• Oversee the team's handling of complex service issues within the Escalation Matrix.
• Communicate effectively to technical and business audiences, building effective relationships with cross-functional managers.
• Manage team budgets and monitor staffing needs, driving continuous platform improvement.

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