This position's primary role is to provide day-to-day support to internal staff, both over the phone and in person and to monitor, maintain and upgrade the data and voice networks. This includes resolving technical issues with laptops and desktops, answering questions regarding both commercial and internal software applications, working with users to diagnose problems and working with departmental staff to escalate and resolve complex issues.

Serve as a primary contact for users with requests or problems associated with hardware, software and networks. Work with users to appropriately diagnose the nature of their problems and, where possible, to resolve software, hardware and mobile device issues. Escalate issues where necessary, first within the office, next to regional staff and finally to global services continuing to ensure timely responses. Use network tools to manage elements of the local area network (LAN) such as users, groups, permissions and disk space. Monitor the status of open calls and act as the customer’s advocate to ensure calls are resolved promptly. Maintain an inventory of TSG supplied equipment and information (for example, hardware, peripherals, documentation and training materials). Identify and complete projects to support IT systems. Maintain and troubleshoot printers, scanners and fax machines. Conduct end-user training on commercial and proprietary applications and systems. Provide support and maintenance of the Video Conference equipment. Perform Q/A on upgraded or modified user systems before deploying. Provide off-hours, weekend and holiday pager coverage, as needed. Work with other TSG staff to test new applications and upgrades. Maintain accurate information on all hardware and software in the office infrastructure. Restore files and systems as necessary. Maintain user accounts, groups and directories in a secure manner and keep the information up-to-date. Build and deploy desktop and notebook systems. Build, deploy and troubleshoot wireless devices including BlackBerries. Maintain data/voice networks including server checks and monitoring. Perform tape backups of network data and coordinate offsite storage. Update and maintain card reader security system. Perform other duties and activities as assigned, or as responsibilities dictate.
Experience: Requirements include a Bachelor's degree in Computer Science, Management Information Systems or related field, or an equivalent combination of education, training and experience. Excellent communication and customer service skills. Excellent technical knowledge and aptitude of systems, networks and hardware along with excellent troubleshooting techniques. Ability to identify and resolve problems with minimal supervision. Aptitude for analytical problem resolution. Ability to work extended hours, including evening and weekend hours on occasion to meet project deadlines or resolve issues. Minimum of three years experience in a Help Desk or PC support function. High performance and standards as demonstrated by academic or previous job experience. Fluent written and oral command of the English language. Ability to lift and move computer equipment, generally weighting less than 50 pounds.

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