POSITION SUMMARY: Working on a project team, analyzes factors and components of systems and processes to manage interrelationships and facilitate change. Detects inefficiencies or conflicts in systems and processes and helps to identify effective improvements. Facilitates communications between customers, SME's and Technical staff. Participates in various testing functions (i. e. string and acceptance tests) to verify that results are correct. RESPONSIBILTIES: Collaborates with customer/company and colleagues, and other resources to gain a better understanding of the issue(s) to be resolved. Effectively manages time to respond to service calls in a timely fashion. Completes intermediate installations and perform system test procedures. Troubleshoots and resolves issues that cannot be solved remotely. Performs smaller scale (move, adds, or changes of client's) equipment as needed. Prepares for on-site installations by reviewing site requirements. Obtains software and reviews relevant documentation prior to visiting customer sites Stages the installation and upgrades in a lab environment prior to the site visit when necessary Performs implementation of software and hardware solutions; integrating with the customer's network and equipment. Troubleshoots and resolves technical issues as they occur. Provides basic system administration training to technical users. EDUCATION & EXPERIENCE: Typically requires bachelor‘s degree or equivalent and 3 years of related experience. PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face.