TSG Technician

Job Summary

Technician provides day-to-day technical support for network infrastructure and internal desktop systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues. Maintains passwords, data integrity and file system security. Recommends hardware and software solutions, including new acquisitions and upgrades. Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. Provide assistance concerning the use of computer hardware and software, including printing, installation, enterprise systems (SPLUS, ETPS2, and E2K etc), e-mail, and operating systems.

 Other Duties

• Responds to customer service requests within the Service Level Agreement (SLA) timeframe by asking the customer questions to determine the technical service issue (i.e., software or hardware related) and uphold confidence in TSG.
• Communicates with customers by phone to discuss identified problems or concerns and resolve the issues (e.g. hardware or software malfunction, user error, etc.).
• Researches identified issues by asking questions, reviewing internet data sites, and / or internal website (i.e., project notebook) to identify solutions and facilitate resolution of issues.
• Conducts site visits within the district to troubleshoot issue and/or install or upgrade hardware and software if service issue can’t be remotely resolved.
• Conducts follow-up with customers to verify issues were resolved completely.
• Completes service orders to avoid operational delays in resolving issues.
• Encourages employees to contact the Help Desk before calling TSG to decrease service response time.
• Assists in workshop setups and computer setup changes to reconfigure training and conference rooms based on internal customer needs.
• Builds new PCs in accordance with UPS standards to ensure proper PC performance.
• Installs upgrades as released and required to maintain expected system and PC functionality.
• Moves and replaces systems as required to meet the needs of the operation.
• Maintains and organizes district spare equipment to enable quick response to hardware problems.
• Completes system back-ups to maintain data files in the event they are needed for restoration of data.
• Ensures equipment spares within the building are updated, configured properly, fully functioning, and ready for the operation to replace if systems fail.
• Performs tasks delegated by TSG Supervisors and sets weekly schedule of tasks to complete for projects by the required due dates.
• Reads required documentation (e.g., corporate project binders, installation manuals, corporate communications, etc.) to understand and implement the project properly.
• Completes assigned certifications required to demonstrate system proficiency.
• Performs dispatched drive space checks on servers monthly to verify storage of appropriate files and drive space.
• Performs dispatched wireless functionality checks of hardware (e.g., GSS Scanners, infrared ports, airbeam, etc.) to ensure package delivery functions can be performed.
• Performs dispatched patch management activities monthly to ensure all MS patches are applied to workstations and servers.
• Performs equipment exchanges and records inventory controls to maintain proper records of equipment.
• Organizes equipment cages and maintains spare levels based on needs analysis.
• Performs routine maintenance on equipment (i.e., Preload Assist System [PAS] print head replacement) to check for damaged or missing parts and verify condition of cables and power strips.
• Completes assigned tasks for maintenance of network wire management to ensure proper equipment functioning.
• Maintains a local Disaster Recovery Binder (e.g., includes locations of critical equipment, software, recovery documentation, etc.) to provide documentation of equipment, inventory control, and ensure business continuity.
• Demonstrates business continuity plans ensure minimal impact due to component failure.
• Verifies center server critical files are backed-up to restore files faster, reduce recovery time, and decrease the technical down-time impact on the operation.
• Ensure center critical systems (e.g., DIAD Control System [DCS]), Package Timecard Editor [PTE], etc.) are backed up per Problem Management Team (PMT) dispatches to enable fast and efficient disaster recovery.
• Keep spares (e.g., computers, scanners, etc.) in good condition (e.g., clean, working, and easily accessible) to ensure they can be used if technological disasters occur.
• Facilitates technical training in one-on-one or small group settings to train participants on new software, products, features, or product upgrades.
• Conducts post-training hands-on computer exercises to enable participants to demonstrate comprehension of what has been presented during training sessions.
• Conducts customer follow-up to ensure understanding of training data and answer questions.

Preferred Skills & Abilities

• Ability to communicate highly technical information to both technical and non-technical users Ability to learn and use professional concepts. 
• Knowledge of Microsoft Operating Systems (client/server).Experience with Cisco VPN, Citrix, Ghost, Symantec, Remote Desktop Apps, Active Directory and various Web browsers is a plus.
• Great communication and organizational skills with the ability to multi task.
• Enjoy working independently and as part of a team. 
• Technical Certifications such as A+, Network or MCP is a plus, but equivalent work experience considered.