Technology Support Specialist III (Atlanta) - 00H7C

The Technology Support Specialist III performs multiple complex technology support activities in accordance with firm policy. This professional acts as a technology support lead to ensure appropriate tools, techniques, and standards are being utilized to meet client needs, and provides successful technical support. This individual provides meaningful contributions to team efforts to enhance departmental effectiveness; acts creatively to prioritize tasks; interprets information; and applies technical knowledge to satisfy client, Technology Support Services (TSS), and firm objectives. This professional anticipates technology support issues, and creates solutions on a limited basis. ResponsibilitiesUnder limited supervision, provide after-hours service for escalated issues from the National Help Desk or supervisor. Perform the installation, configuration and testing of complex firm hardware. Supervise/complete new hire processing (account requests, verification, complex equipment configuration). Perform complex software troubleshooting and contact service providers for problems. Supervise/provide complex off-site support for client functions/meetings. Provide leadership assistance for the deployment of hardware and software. Facilitate technical event support. Perform administrative tasks, such as resetting passwords. Perform back-up tape maintenance and backups with the supervisor. Perform network file server maintenance. Set up a network off-site and participate in network peer group conference calls. Build and maintain working relationships with Ernst & Young's national office contacts. Work with the national organization to diagnose problems with WAN routers and circuits, and assist with router upgrades. Set up file server back-ups and check the validity of back-up jobs. Design and set up the network in an off-site location. Monitor the office infrastructure, as well as diagnose and repair failures. Perform telephone inventory. Monitor PBX activity and performance, contact Qualnet with anomalies, and perform PBX testing and maintenance. Perform administrative functions and voice mail administration. Troubleshoot jacks/wiring, and establish/troubleshoot cross connects for MDF/IDF. Configure/monitor call tracking systems. Perform call routing analysis. Work independently on small projects. Assess the special needs of local area offices and engagements, and respond appropriately. Lead project teams within the scope of the project or specialization. Develop technical support expertise with less experienced staff members through knowledge sharing. Respond to telephone inquiries concerning support requests, systems status, and network connectivity. Resolve hardware/software problems. Identify sources and trends of technical problems to prevent future occurrences. Act as a peer group leader to and help train help desk analyst staff. Serve as an escalation point for difficult problems and complex inquiries. Ensure client satisfaction. Serve as a backup to the supervisor. Assist in developing and maintaining effective internal relationships with business unit technology leaders. Understand business requirements/needs in order to identify/implement new software solutions which will improve client service and capabilities. Work with software vendors and firm groups to ensure updates, patches and new products are tested and distributed appropriately to the field. Coordinate relationships with various business unit contacts to ensure standard software loads are tested and maintained at a national level, and with other Information & Technology Services (I&TS) groups to ensure that custom software conforms to existing firm and business unit standards. The incumbent of this position must have: Education: a Bachelor's degree in Computer Science or a related discipline, or equivalent work experience Experience: approximately 4-6 years of experience in technology support with detailed technical knowledge of a functional specialty broad knowledge of/experience in end user computing and PC Workstation-based applications and hardwareSkills: excellent communication, interpersonal, and organizational skills the ability to effectively convey information to clients, management and staff membersGA-Atlanta