Job Description: Business System Specialist - The resource will be assigned to the Greensboro, NC Human Resources Shared Services Center to provide desk-side and remote support, technical support for Video Teleconferencing Systems, Internet Protocol Telephony Systems, software, and systems that support remote work activities.
The candidate must be available to work onsite at client facility in Greensboro, NC.
Telework may be authorized if the call center is closed during inclement weather while remote users are working. Ability to work on Saturday on special occasions.
The tasks to be performed under the scope of this statement of work must be completed under the direction, oversight, and prioritization of the Technology Support manager and/or designated Client Project Leads.
Support for Video Teleconferencing Systems.
Support Internet Protocol Telephony Systems.
Identify hardware and software issues and apply the appropriate resolutions.
Troubleshoot, analyze, and resolve internal customer software and hardware issues.
Resolve or escalate trouble tickets using automation.
Install and support laptop devices, software, and peripherals.
Support remote and onsite users.
Support multiple applications.
Initiates moves and/or setups as required/requested.
Maintains customer rapport by listening and answering questions and resolving concerns in a timely manner.
Zoom Chat & Meetings
Microsoft 365 Suite which includes but not limited to: Outlook, Word, Excel, Project, PowerPoint, MS Teams, MS Planner, and One Note
Knowledge of Video Conferencing Systems
Knowledge / understanding of Internet Protocol (IP) telephony.
Experience with wireless LAN controller and Lightweight Access Points, preferably Cisco equipment.
Basic understanding of WLAN technologies, network management, 802.11 b/g/n/ac standards.
Basic understanding of security protocols and authentication (WPA2, EAP-TLS, 802.1x, AAA) and experience with RADIUS solutions (preferred: NPS and/or ISE).
Ability to perform remote monitoring and management of system alerts and notifications.
Ability to monitor system for trouble areas and proactively resolve and document root cause.
Support internal run-and-maintain activities, including remote monitoring and management system, respond to alerts, monitor health and seek improvement opportunities.
Make use of enterprise monitoring tools.
Function as a point of escalation for operational entities regarding regular or complex issues
Work on daily service tickets while engaged on moves/set-ups.
Ability to communicate orally and in writing at a level sufficient to provide technical information to non-technical people and to maintain contact with vendors and centralized support groups.
A degree from an accredited College/University in the applicable field of services is preferred A minimum of ten (10) years experience
Pass both a client mandated clearance process to include drug screening, criminal history, and credit checks.
Please note that any usage and detection of cannabis with or without a prescription will result in a failed US Postal clearance regardless of the legalization under State Laws.
Once candidate’s resume is approved and interview passed, the agency is responsible for providing drug screening. Failure to submit the drug screening results will delay the security clearance process.
If a candidate is given an interim clearance, continuation of employment is then based on the candidate receiving a sensitive clearance.
All candidates must be a US Citizen or have permanent residence status (Green Card).
Candidate must have lived in the United States for the past 5 years.
Cannot have more than 6 months’ travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)