ICS Support Specialist

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

* Associate's 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 TMG's 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.