Supervision Technical Liaison

Job Description Summary

Under administrative directions, uses specialized knowledge in information technology and skills obtained through experience, specialized training, or certification to resolve complex support problems and escalated issues. Identify trends and interface with vendors to resolve hardware or software issues. Lead and/or participate in projects of large scope and complexity requiring cross-functional coordination. Serve as a technical advisor to team members and other departments.

Provide guidance to perform varied work requiring evaluation, originality, and ingenuity to make decisions. Resolve or recommend solutions to complex problems. Extensive contact with customers and vendors is required to identify, research, and resolve problems.

Under administrative directions, uses specialized knowledge in information technology and skills obtained through experience, specialized training, or certification to resolve complex support problems and escalated issues. Identify trends and interface with vendors to resolve hardware or software issues. Lead and/or participate in projects of large scope and complexity requiring cross-functional coordination. Serve as a technical advisor to team members and other departments.

Provide guidance to perform varied work requiring evaluation, originality, and ingenuity to make decisions. Resolve or recommend solutions to complex problems. Extensive contact with customers and vendors is required to identify, research, and resolve problems.

The incumbent will provide in-office support 4 days per week (Monday – Thursday), and provide remote support 1 day per week (Friday).

• Install, troubleshoot and solve complex escalated problems on a wide variety of commercial and proprietary software via remote and on-site support.
• Lead onboarding efforts for department new-hires, following documents steps and procedures, including the submission of access tickets specific to department team roles.
• Prepare laptops with standard software and account profile setups for new-hires or warranty replacements as needed, and ship them using department resources for remote associates, including other physical hardware.
• Perform offboarding steps for associates leaving the department.
• Maintain an asset inventory for in-office associate workstations and for remote associates.
• Assist with technology hardware issues for in-office or remote associates.
• Troubleshoot and solve complex escalated problems with network connectivity involving local and wide area networks.
• Provide solutions on complex problem resolutions to support team.
• Use software to remote control end user computers to resolve problems.
• Monitor Outlook and Microsoft Teams for new problem reports and change requests in addition to troubleshooting and resolving requests within expected SLAs.
• Communicate technical information to department associates in a manner non-technical users may understand.
• Stay abreast of, and comply with, company and department policies and procedures.
• Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development areas.
• Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
• Document product problems and their resolutions in a solutions database for future analyst reference.
• Lead the work of others and provide training in commercial and proprietary software, provide guidance on company and department policies and procedures, facilitate workflow between departments, and lead assigned project tasks.
• Liaise with other Support Analysts or IT Subject Matter Experts for solutions, problem solving, or complex software requirements.
• Monitor the Service Now Ticketing System for Enterprise outages, and critical developments to ongoing support tickets.
• Create, maintain, and train on support documentation.
• Stay abreast of technology developments, identify potential impact to the existing technology environment, and disseminate information to appropriate entities.
• Identify trends in new Enterprise technology utilization, as well as research and…