Field Specialist , Advanced

Job Description

The TSAS I is responsible for the configuration, installation, and maintenance of IT equipment, including workstations, laptops, hardware peripherals, and printers. Participates in the evaluation, planning, development, documentation, and implementation of system upgrades and enhancements. CSS's play a vital role in providing feedback and trends based on customer usage, IT configuration requirements, changes in business needs, and other tech services focus.

May serve as a team member in one’s own work area or on a cross‑functional team. Service responsibility may be based on an assigned geographic territory and/or individual customer.

The TSAS I is responsible for the configuration, installation, and maintenance of IT equipment, including workstations, laptops, hardware peripherals, and printers. Participates in the evaluation, planning, development, documentation, and implementation of system upgrades and enhancements. CSS's are a vital link to providing feedback and trends based on customer usage and customer IT configuration requirements, changes in business needs and other areas of Tech Services focus.

May serve as a team member within own work area or on a cross‑functional team. Service responsibility may be based on assigned geographic territory and/or individual customer as required.

• Maintains and supports configuration of workstations, laptops, peripheral hardware, and printers.
• Responsible for creation and installation of computer images, which includes the operating systems and applications for all workstations and laptops.
• Maintains and supports software on user home PCs and laptops to enable successful remote access to the client’s network and applications.
• Provides quality customer service to all staff and clients, including direct end‑user assistance in support of the Help Desk. This requires expeditious claiming of routed Help Desk tickets and detailed resolution of problems.
• Performs duties of a liaison with hardware and software manufacturers to resolve issues.
• Performs operational troubleshooting and support for Microsoft Windows operating systems.
• Performs operational troubleshooting and support for Windows Server and virtualization solutions (VMware and Microsoft).
• Performs operational and communication support to troubleshoot and configure backbone equipment servicing including switches, routers, firewalls and advanced routing.
• Researches and recommends enhancements to the system to better serve the needs of the organization, determined through the direction of management.
• Take the lead on projects assigned, following work plans and meeting deadlines as outlined for the project.
• Responsible for proper installation, configuration, documentation, and operation of workstation virus protection software.
• Participates in floor support for major system changes, roll‑outs of new software, hardware, and system enhancements developed by the organization.
• Performs the duties of a liaison with other IT groups to research, test, deploy, document, and upgrade new and existing hardware and software.
• Provides desk‑side support on escalated issues, as necessary.
• Works closely with IT staff to use and share knowledge and encourage open communication.
• Responsible for communication, coordination, and backup of other Help Desk members.
• Interfaces with customer information technology organizations to resolve configuration problems.
• Maintains their technical certifications, and obtains knowledge on product and solution training specific to the needs of their function.
• Provides comprehensive technical support on advanced technologies in the IT equipment environment and can assist in the development and delivery of technology and skills development seminars.
• Performs other duties as assigned.

• Industry certifications – A+, Net+, Security+ (Microsoft 2012 certifications and VMware certifications preferred).
• IT Readiness Training – Server Management, Workstation Management, Advanced Server Support MX, Advanced Server Support AD, UTM Management, VOIP.
• Smart Hands Curriculum (36.5 hrs).
• Strong…