Technical Support Specialist

About Burns:

Burns Engineering provides professional engineering design and project management services for transportation, facilities, and infrastructure projects. We help our clients attain their strategic goals and initiatives through successful large-scale infrastructure projects.  Burns’ full-service capabilities include mechanical, electrical, civil, structural, transportation, and energy consulting engineering.

Recently voted a Top Workplace by Philly.com, we credit our strength as an organization to our talented, driven, vibrant team.  Burns is an ENR Top 500 Firm, and has been named an MEP Giant by Consulting-Specifying Engineer Magazine, as well as a Hot Firm by Zweig.  We are industry experts, proven leaders, innovative thinkers, and team players. We put our clients’ successes and best interests first, because their success is our success. We have fun at work because we love making a difference in the world.  We are looking for high-energy, bright, collaborative individuals who want the opportunity to “write their own story” with us.

We are currently seeking a Technical Support Specialist to join our Information Technology team.

Position Summary:

The Technical Support Specialist is responsible for ensuring that the support services provisioned to each of Burns Engineering’s users is well-managed and effective. These services include coordination of help desk support vendor, technical support case resolution (all levels), systems maintenance (“operations”), project management, system security, and network management.

The Technical Support Specialist facilitates the development of subject matter expertise by managing the entire landscape of technology partners to bring solutions and efficiencies to the IT department with the goal of providing the utmost in customer support and service.  The responsibility of the Technical Support Specialist is to ensure that the vendor ecosystem effectively integrates to form one focused and effective “service bus” to create a seamless and superior user experience. 

Essential Duties/Responsibilities:

Support Coordination: The Technical Support Specialist shall possess strong customer service skills, detailed task management and resource planning skills, and an unrelenting passion to ensure that the user’s expectations have been fulfilled. Knowledge of the methods and tools used to manage support requests, and a disciplined commitment to continually improve these methods and tools are required.

Customer Service: The Technical Support Specialist shall possess strong customer service skills. The management of the vendor landscape to bring to bear solutions for our internal users to bring about a positive result is the main responsibility.  Working with the user to maintain productivity through the process can be challenging at times.  An empathetic and professional demeanor is required

The Technical Support Specialist shall oversee and ensure the operational care of Partner-specific information systems and services. This includes:

• Maintaining the comprehensive list of technology systems and services
• Monitoring and reporting for all service level agreements
• Overseeing the installation of patches and updates
• Ensuring the adherence to change control procedures
• Overseeing the maintenance of as-built documentation
• Ensuring security standards are developed and maintained
• Maintaining the accuracy of the property subscription inventory
• Maintaining a current digital information asset inventory
• Verifying the alignment of the backup sets to the recovery requirements
• Ensuring the daily backups occur as planned.
• Institute protocols for the use of IT across departments and projects
• Provide advice on the most suitable IT choices
• Provide technical support or training for systems and networks
• Act as link between end users and higher level support
• Install and configure software and hardware (printers, network cards etc.)
• Monitor system and network performance
• Perform troubleshooting, repairs and data restoration
• Performance maintenance activities (e.g. backups)
• Maintain licenses and upgrade schedules
• Collaborate with other professionals to maintain standards and functionality
• Act as the key liaison across all functional areas, including business units, the information technology department, and outside vendors.
• Utilize the appropriate technologies and ensure that customers have the solutions they need, when they need them, and in the media best suited to their requirements.
• Partner with key staff members to create strategic business plans for new solutions for internal and external clients. 

Key Requirements:

• Previous Customer Service experience
• Proven experience as IT specialist or similar role (HelpDesk etc)
• Experience in network management and help desk support is appreciated
• 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
• Great attention to detail
• Excellent organizational and coordination abilities
• Degree in information technology, computer science, or requisite experience is preferred
• Candidate must possess strong personal time management skills. He or she must be able to manage the incoming flow of requests, as well as the already “active” case management responsibilities.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities: This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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