SUMMARY

The successful candidate in the Technical Support Services (TSS) Integration Specialist role provides technical assistance and support to new clients of FIT Technologies. The TSS Integration Specialist, in addition to the TSS Lead, will assist in providing technical direction and guidance to the dedicated TSS technician assigned to new clients. The TSS Integration Specialist supports and monitors the client’s environment either onsite or remotely by performing onboarding project tasks and day-to-day tasks. This role is responsible for implementing predefined procedures, guidelines and sound judgment to meet FIT’s standards for IT support and exemplary client service.

KNOWLEDGE AND SKILL REQUIREMENTS

• Ability to escalate issues and determine the needs for new standard operating procedures.
• Adapts well to change and gives constructive feedback when needed.
• Display a professional, reliable, trustworthy, and positive demeanor.
• Extensive familiarity with network-based PC operating system deployment.
• Extensive comprehension of networking protocols and concepts such as TCP/IP addressing, and VLANS.
• Have an extensive understanding of various versions of Microsoft Windows, Active Directory, Microsoft 365, and Group Policy.
• Have extensive experience with Microsoft Office applications.
• Have organizational skills with strong orientation to detail and ability to follow-through on tasks.
• Possess ability to maintain confidentiality of accessed, processed, or stored information.
• Possess ability to relay technical information and instruction (written and verbal) to clients with varying ranges of technical knowledge and background.
• Possess the ability to troubleshoot, diagnose and solve problems and document all steps taken for resolution including an internal ticketing system.
• CompTIA A+/Security +/Net +, and Microsoft certified professional are preferred.
• Able to:
• adapts well to change and can give constructive feedback.
• work and adapt in an evolving-priority environment.
• follow processes and protocols.
• meet deadlines and manage multiple tasks simultaneously.
• ensure physical cabling meets desired standards.
• learn software tools/applications (e.g., asset tracking and ticketing system)

WORKING CONDITIONS + REQUIREMENTS

Working conditions are normal for an office environment and will require:

• Reliable transportation, valid driver’s license, and valid vehicle insurance.
• Local travel and occasional travel to other parts of Ohio or out of state.
• May require occasional evening and weekend work.
• Must be able to lift/carry 50lbs.
• May occasionally require work weeks over 40 hours.

Working under minimal supervision, and applying their own judgement and creativity to problem solve, the TSS Integration Specialist will:

• Ability to perform other complex tasks/repairs as needed or assigned.
• Ability to perform strategic tasks, including overseeing client IT operations, developing IT policies and standards and recommending the need for new solutions.
• Responsible for implementing support in new client environment until dedicated support is established with a TSS technician and/or helpdesk
• Communicate with FIT Account Managers on project status
• Conduct routine site visits to perform QA on environment and ensure client sites have needed equipment, service level compliance, and communication protocols.
• Build and maintain relationships with clients and other team members.
• Create new standard operating procedures as needed and update/maintain current procedures.
• Has a high positive impact on FIT company goals.
• Lead technical training sessions with client and FIT employees as needed/upon request.
• Has elevated access with knowledge and understanding of technology and its impacts.
• Install, maintain, and repair desktop hardware, network equipment and PC peripherals.
• Maintain daily service calls and meet requested SLA time frames based on client expectations.
• Coordinate equipment liquidations with FIT teams, client leadership and vendors/partners.
• Perform routine maintenance following company and client standards.
• Perform software/hardware upgrades.
• Provide detailed progress updates in a timely and accurate manner.
• Work to ensure physical cabling infrastructure meets desired standards.
• Works closely with FIT and client leadership.