Technology Support Specialist II

OSTS Minn

Bill Rate :

Parking is paid for by the contractor

The Technology Support Specialist II performs multiple technology support activities. This professional demonstrates ability to prioritize tasks, as well as displays and applies technical knowledge effectively to the technology support function. This individual specializes in one or more areas, including support center / technology support, networking, telecommunications, project management, asset management, help desk, electronic software distribution (ESD), and Technology Support Services (OSS) product support such as && / Queue, a firm specific tool. Under minimal supervision, provide after-hours service for escalated issues from the National Help Desk or supervisor. Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of more complex firm hardware). Assist with new hire processing (account requests, verification, and more complex equipment configuration). Perform more complex software troubleshooting. Assist with the equipment and set-up for conference / meeting facilities, as directed. Assist with off-site support for client functions / meetings. Perform administrative tasks, such as changing passwords. Assist with back-up tape maintenance, quality control server room checks, and software installation on network file servers. Assist with network set-up off-site and the creation of network documentation. Create network file server user accounts. Perform telephone installation and inventory. Monitor Private Branch Exchange (PBX) activity as well as performance and report anomalies. Handle minor administrative functions and voice mail administration. Troubleshoot jacks / wiring, and establish / troubleshoot cross connects for Master Distribution Frame / Intermediate Distribution Frame (MDF / IDF). Identify project problems and / or delays for local areas and offices, and report them to management. Respond to customers' telephone inquiries concerning support requests, systems status, and network connectivity. Resolve problems associated with firm-standard software and hardware. Identify sources and trends of technical problems to prevent future occurrences. Participate in the development and administration of the software distribution scheduling and workflow process; administer distribution and inventory systems. Assist in the resolution of problems and the identification of potential software distribution issues. Participate in the development and documentation of electronic software distribution procedures, and in the solution process regarding software distribution issues. Assist Enterprise Network Infrastructure Hub site local office network administrators in software distribution activities. Assist in the technical review of the distribution and inventory system to assure optimal performance. Assist in the maintenance of system hardware inventory modules, the distribution of reports, and the uploading of inventory information. Monitor the network load and transmission of distribution packages for optimal network performance. Provide system operations reports, including project schedules and status to national ESD management. Participate in the creation of reports based on clients' design requests. Assist in the analysis of information relating to the products supported and the services provided by OSS to ensure clients' technical and business needs are met. Update existing reports to reflect modifications to the database structure. Interface with senior management to determine clients' reporting needs as new or modified software is implemented.