Technical Support Specialist

LinTech Global•Portsmouth, VA

6d•Onsite

About The Position

The Technical Support Specialist works directly with customers to explain functionality, troubleshoot problems, monitor system availability, and resolve incidents. The role may interact with program application developers, trainers, and infrastructure support, and uses a Sponsor’s tool to manage tickets and support requests. The specialist must accurately capture, categorize, and report trouble calls and suggested system enhancements. The role may also support testing and process access requests. The position provides customer and field maintenance support for NMCP IM/IT, including management, field technical support, research and development of new technologies, and workstation/client support. Responsibilities also include conducting site surveys; documenting site configurations and user requirements; designing and optimizing network topologies; preparing hardware and software acquisition recommendations, engineering plans, installation packages, schedules, configuration drawings, and site installation and test reports; and configuring and installing systems, network hardware/software, communication devices, and peripherals. The specialist trains site personnel, builds specialized interconnecting cables, troubleshoots software and workstation-level hardware problems, and helps users overcome software difficulties. The role reviews, tests, and coordinates software updates, informs users of procedures and policies, supports equipment location and reallocation planning, and assists users with new hardware systems. It also provides on-site data migration and orientation assistance for Microsoft Windows, Outlook, Excel, PowerPoint, Word, and Access. The position is 100% onsite at NMC Portsmouth in Portsmouth, Virginia. Customer approval, suitability to hold a public trust, and successful completion of a preemployment background screening are required.

Requirements

At least 3 years of combined experience installing IT equipment, including computers/CPUs, printers, scanners, data cabling, and basic software.
Experience using Microsoft Word and Microsoft Excel.
General experience training personnel in the use of installed equipment.
IAT II/CompTIA Security+ CE certification required to start.
NACLC and DHA CAC required to start.
Customer approval, suitability to hold a public trust, and successful completion of a preemployment background screening are required.

Nice To Haves

Microsoft Certified IT Professional certification preferred.
Microsoft Technology Associate.

Responsibilities

Provide customer and field maintenance support for NMCP IM/IT, including management, field technical support, research and development of new technologies, and workstation/client support.
Explain system functionality, troubleshoot problems, monitor system availability, and resolve incidents.
Use the Sponsor’s tool to manage tickets and support requests; accurately capture, categorize, and report trouble calls and suggested system enhancements.
Support testing and process access requests as needed.
Conduct site surveys and assess and document current site configurations and user requirements.
Design and optimize network topologies.
Analyze requirements and prepare recommendations for hardware and software acquisitions.
Prepare engineering plans and site installation Technical Design Packages.
Develop hardware and software installation schedules.
Prepare drawings documenting configuration changes at each site.
Prepare site installation and test reports.
Configure systems, communication devices, and peripheral equipment.
Install network hardware and software.
Train site personnel in proper use of newly installed hardware and software.
Build specialized interconnecting cables.
Troubleshoot system software problems and help users overcome software difficulties.
Review, test, and coordinate software updates and changes to verify correct operation and instruct users on maximizing benefits.
Inform users about new procedures and policies intended to improve system efficiency.
Support equipment location and reallocation planning and recommend reallocations when inefficiencies are identified.
Assist users in setting up hardware systems, including terminals, printers, and other input/output devices.
Run microcomputer-level diagnostics and isolate hardware malfunctions at least to the workstation level.
Provide on-site assistance with data migration and orientation to Microsoft Windows, Outlook, Excel, PowerPoint, Word, and Access.