Technical Services Consultant

OVERVIEW

Under general direction, performs a variety of complex duties in providing information systems and technology support to Hart voting solutions internal and external customers.  Analyzes, maintains operating stability and efficiency and ensures the security of operations and company resources; organizes desktop and notebook systems and infrastructure; conducts necessary technology research and analysis; fulfills, configures and deploys new hardware and software; provides internal and external user training and support both in the office and in the field as required, provides support to the supply chain, documents processes, works with Depot Repair group to minimize equipment repair cycle time(s) as needed, works Ballot Production Services (BPS) as needed and works Tier 1 and 2 Customer Support Center (CSC) as needed. Also performs other duties as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.

  • Installs, maintains, analyzes, troubleshoots, and repairs internal and external customer voting solution computer systems for company product applications, hardware and computer peripherals.  Documents, maintains, upgrades or replaces hardware and software systems.
    • Configure PCs for customer use.
    • Documents Processes.
    • Provides Tier III (escalation of technical issues from customer support center) customer support.
    • Provides RMA (return merchandise authorization) center technical support, as needed.
  • Organizes and documents and installs new software releases, system upgrades, evaluates and installs software upgrades to ensure proper systems operations and resolve system issues.
  • Sustains proper software and hardware combinations per system versions.
  • Tests new hardware and software for compatibility with company applications.
  • Provides support to internal and external users on a variety of issues. Identifies, researches, and resolves technical problems – both hardware and software. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Responsible for client Asset Management to include asset inventory/ordering/fulfillment/audit & tracking, asset administration & reporting.
  • Provides sales support through preparation of equipment for demonstrations of products.
  • Handles Sales and Demo support, including preparation and testing of equipment as well as possible onsite customer-facing support and or presentations.
  • Provides support for Professional Services team on projects; Fills in as customer liaison, training consultant, and assists project lead.
  • Works closely with Engineering and Certification to ensure conformity.
  • Provides Customer Support Center call overflow support and Election Day support.
  • Maintains vendor relations.
  • Orders equipment.
  • Creates accounting Royalty Reports.
  • Works cooperatively with Hart InterCivic field personnel to ensure customer satisfaction.
  • Performs field technical support as needed.
  • Responsible for transitioning Hart products into the supply chain in the areas of service and support.
  • Sets ballots and ePollBook files for BPS customers as needed (overflow situations, mostly).
  • Provides Tier 1 and 2 customer support via the phone, email and otherwise remotely as needed (overflow situations, mostly).

EDUCATION/EXPERIENCE:

Associate or Technical degree and one (1) year related experience in Microsoft Windows environment.  Technical training in above experience may be substituted for education or experience on a year-per-year basis. 

QUALIFICATIONS: (Knowledge, Skill and Ability)

  • Some knowledge of Windows Server Operating System Windows 2000 or higher, including system administration, installation, ghosting, configuration and fault isolation procedures using analyses, resolution methods and diagnostics tools.
  • Some knowledge of Windows 2000 server or higher in an enterprise environment including Server Security Structures, Group policy, Trust Relationships, Active Directory Services, Logon Authentication, Windows Internet Naming Service (WINS), Dynamic Host Configuration Protocol (DHCP), Domain Name Service (DNS), Browsers, TCP/IP, Domain Structures, and Domain Database Synchronization.
  • Some knowledge and understanding of networking concepts associated with connectivity, installation, troubleshooting and fault isolation of LAN/WAN, routing, VPN and Firewall in a multi-protocol environment.
  • Some knowledge and understanding of Windows based drivers and their effect on HVS applications.
  • Some Knowledge and understanding of Microsoft Exchange servers to include configuration, administration, fault isolation, and email information store database(s) administration and recovery.
  • Working Knowledge of Desktop and Laptop hardware and software systems.
  • Ability to diagnose, troubleshoot and repair network, servers and computer equipment
  • Strong ability to work in a team oriented environment. Must be customer service oriented.
  • Ability to communicate orally and in writing. Able to develop technical and administrative documentation of plans and deployment strategies.
  • Ability to work with Hart business system to generate standard purchasing and inventory reports.

LANGUAGE SKILLS: Ability to read, analyze, and interpret general business communications, professional journals, technical procedures, and governmental regulations.  Ability to write reports, business correspondence, and technical specifications.  Must be conversant in software and technology terminology.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS: Ability to calculate figures and measurements related to the field of Information Technology.  Statistical analysis and probability skills desirable.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Able to perform floor-to-ceiling equipment maintenance in a rack environment.  Able to lift 40 lbs.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirements: Travel may be required at times.

HOW TO APPLY

Email your resume and cover letter with salary requirements to [email protected]. Please put "Technical Services Consultant" in the email subject field.

You are here