Sr. Technical Representative, IT Operations (TCF)

SR. Technical Representative, IT Operations (TCF) responsibilities include providing advanced technical assistance and support to users, next-level
troubleshooting hardware and software issues, installing and configuring computer systems, maintaining and upgrading IT infrastructure,
managing network security, monitoring system performance, and training users on new technologies. Ensuring compliance with industry standards
and regulations. This role is crucial in ensuring the smooth operation of IT systems and supporting the organization's overall technology
needs.

• Assist all end users with general computer operation and desktop application software questions and problems.

• Troubleshoot end user PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software.

• Responsible for correcting any problem with technical equipment at a call center site.

• Responsible for the operation, installation and configuration phase of desktop computer equipment.

• Provide telephony support in performing installation and troubleshooting on telephone sets, voice mailboxes, PBX, ACD positions, CSU/DSU, voice and data multiplexing equipment and circuits.

• Perform hardware and software upgrades to peripheral equipment.

• Assist with hardware and software upgrades to Production and Administration phone switches.

• Assist as lead in moderate to complex projects.

• Install and maintain facility wiring infrastructure.

• Identify and/or assist with resolution to customer access issues.

• Complete all pre-wiring and testing, including placement of patches, prior to scheduled installations or maintenance.

• Maintain accurate records on spare equipment, minor materials and tools necessary to restore telephony circuit operation in the event of failure, plus assist in maintaining an accurate inventory of all hardware and software.

• Generate network services reports plus advise management on operational status.

• Instruct and assist technicians in performance of routine duties through mentoring and guidance.

• Solve technical problems of moderate complexity, exercising initiative and judgement.

• Resolve problems through interaction with internal and external groups as needed.

• Perform preventative maintenance and safety inspections of assigned equipment

• Provide on-call technical support via pager as required.

• Spend between 60% - 70 % of time working trouble tickets in a timely manner.

• Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required.

• Overtime may be required with little or no notice.

• Complete all assigned, mandatory training within the timeframe provided

• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.