Technical Support Specialist

Burns Engineering•Philadelphia, PA

4d•Onsite

About The Position

Burns Engineering is seeking a Technical Support Specialist to join its Information Technology team at its headquarters in Philadelphia, Pennsylvania. The role ensures that support services provided to Burns Engineering users are well-managed and effective. These services include help desk vendor coordination, technical support case resolution, systems operations and maintenance, project management, system security, and network management. The specialist manages relationships across the technology-partner landscape to develop subject-matter expertise and bring solutions and efficiencies to the IT department, with the goal of providing excellent customer support. The position is responsible for coordinating vendors into an integrated service experience and ensuring that users receive effective, timely support.

Requirements

Previous customer service experience.
Proven experience as an IT specialist or in a similar role, such as Help Desk.
Solid knowledge of IT systems and applications.
Understanding of TCP/IP protocols and LAN/WAN configuration.
Ability to troubleshoot and repair issues.
Strong communication and interpersonal skills.
Strong attention to detail.
Excellent organizational and coordination abilities.
Strong personal time-management skills, including managing incoming requests and active cases.

Nice To Haves

Experience in network management and help desk support is appreciated.
A degree in information technology or computer science, or equivalent requisite experience, is preferred.

Responsibilities

Coordinate help desk support vendors and manage support requests, tasks, and resources.
Resolve technical support cases at all levels and help users maintain productivity throughout the support process.
Provide empathetic, professional customer service and continually improve support methods and tools.
Oversee operational care of partner-specific information systems and services.
Maintain a comprehensive list of technology systems and services and monitor and report on service-level agreements.
Oversee installation of patches and updates, ensure change-control procedures are followed, and maintain as-built documentation.
Develop and maintain security standards; maintain the accuracy of property subscription and digital information asset inventories.
Verify that backup sets align with recovery requirements and ensure daily backups occur as planned.
Establish protocols for IT use across departments and projects and advise on suitable IT choices.
Provide technical support and training for systems and networks, and act as a link between end users and higher-level support.
Install and configure software and hardware, including printers and network cards.
Monitor system and network performance; troubleshoot, repair, restore data, and perform maintenance such as backups.
Maintain software licenses and upgrade schedules, and collaborate with other professionals to maintain standards and functionality.
Serve as the key liaison among business units, the IT department, and outside vendors.
Use appropriate technologies and deliver solutions in ways suited to customer requirements.
Partner with key staff to create strategic business plans for new solutions for internal and external clients.
Manage incoming requests and active support cases using strong time-management skills.