Job Description
Job DescriptionSalary: $60,000 - $80,000
TMG's ICS Support Specialist provides first-tier technical support for our construction operations and corporate staff across multiple office locations. This position serves as the primary point of contact for end-user support, maintains and services user hardware, supports common user software and handles basic network-related issues in our Microsoft-centric environment. The ideal candidate will combine technical expertise with strong customer service skills to support our distributed workforce, including both office-based and field construction personnel.
Minimum Qualifications
Associates degree in information technology, Information Systems Management.
or similar field OR successful completion of an Information Technology career program from an accredited community college.
5+ years of experience in an IT support role in a medium-sized business environment
Demonstrated experience with:
o Windows 10/11 desktop operating systems
o Microsoft 365 suite (Outlook, Teams, etc.)
o Active Directory user and group management
o Mobile device support (iOS and Android)
o Basic networking concepts and troubleshooting
o Hardware diagnosis and repair
Valid driver's license and ability to travel to multiple office locations as needed
The ability to obtain a U.S. federal government TS security clearance.
Ability to lift and move equipment up to 50 pounds
Availability to participate in an on-call rotation as needed
Responsibilities
Provide first-level technical support via phone, email, and ticketing system for hardware, software, and network connectivity issues
In coordination with the system administrator, manage user accounts, permissions, and access through Active Directory and Microsoft 365
administration
Configure and deploy laptops, tablets, and mobile devices according to TMG ICS standard configurations
Troubleshoot issues with common business applications including Microsoft Office, Adobe Acrobat, Bluebeam Revu, and construction-specific
software
Assist users with remote access connectivity and VPN configuration
Support mobile devices (primarily iOS, and Android by exception) including basic troubleshooting, device configuration, app installs, and
coordinating break/fix support.
Maintain printer and plotter operations, including managing print queues and basic maintenance. Coordinate service of leased print devices
with support vendor.
Monitor and triage alerts from security and system management platforms
Document all support interactions in ICS's FreshWorks-based ticketing system
Provide basic support for our ERP system (Viewpoint Vista) and project management platform (TMG Project Center) [interface with external
software support team to help with troubleshooting]
Assist with new employee on-boarding and equipment setup
Escalate complex technical issues to appropriate ICS team members
Manage, maintain, support, and replace all computing and telecommunications related to TMGs hardware lifecycle and software used by
TMG end-users. This includes desktop computers, notebooks, laptops, cell phones, VoIP phones, A/V, printing, and other peripherals that are
used to enable operations, corporate functions, business development, and financial management systems.
Help create and maintain end-user documentation and support guides
Contribute to help maintain budgets for required work.
Required Interpersonal Skills
Excellent verbal and written communication abilities, with the ability to explain technical concepts to non-technical users
Strong customer service orientation and professional demeanor
Ability to remain calm and effective under pressure
Demonstrated problem-solving skills and attention to detail
Self-motivated with the ability to work independently and as part of a team
Flexibility to adapt to changing priorities and technology environments
Patience and empathy when dealing with users of varying technical proficiency
Required Technical Skills
Core Networking Concepts
IPv4 addressing and subnetting
DNS and DHCP concepts
Basic network security concepts
Basic routing and switching concepts
Cyber Security Awareness
Basic firewall concepts
Network and Endpoint security best practices
Endpoint security management
Password policies
Understanding of common network threats
Network Troubleshooting
Understanding and using basic network troubleshooting tools such as ping, traceroute, nslookup, ipconfig/ifconfig
Wi-Fi signal strength and interference testing
Ability to diagnose common network connectivity issues
Print Services
Network printer configuration
Print server concepts
Print queue management
Remote Access and VPN
Understanding of VPN concepts
Experience configuring VPN clients
Troubleshooting connection and authentication issues
Multi-factor authentication (MFA) support
Network Storage and File Sharing
Understanding of network shares and permissions
Mapped drive configuration
Network storage troubleshooting
Wireless Networking
Wi-Fi standards and protocols (802.11)
Basic wireless security concepts (WPA2/WPA3)
Wireless network troubleshooting
Mobile device network configuration
Understanding of common wireless interference issues
Internet and Web Applications
Understanding the basic concepts of HTTP and how web applications work
Internet security and safe browsing practices
Desired Certifications
Additional consideration for possessing any one or more of the following certifications:
CompTIA A+
CompTIA Network+
CompTIA IT Fundamentals
Microsoft Technology Associate, IT Infrastructure
Microsoft 365 Certified, Fundamentals
Google IT Support Certificate
Additional Notes
This position may require occasional evening or weekend work for system updates or emergency support, and participation in an on-call
rotation schedule may be required.
This position requires occasional travel within the DC-VA-MD metro region to regional and field offices and other regional offices including but
not limited to Richmond, VA, and York, PA.
TMG provides voluntary and company-paid health and welfare benefits, paid vacation, sick, and holiday time off, and a 401k match. We also fully support training and professional growth.
TMG Construction provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.