- Location
- Oak Ridge, Tennessee, US
- Workplace
- Remote, Onsite
- Type
- Contract
- Department
- IT
- Experience
- 1+ years
- Education
- Associate
- Source
- BetterTeam
Description
*** US citizenship required per government contract. (dual citizenship is not permitted)
Main Sail is seeking a Technical Support Specialist to support a National Nuclear Security Administration client in Oak Ridge, TN. On-site work only.
Knowledge, Skillset, and Abilities (KSAs)
Minimum Job Requirements
Main Sail is seeking a Technical Support Specialist to support a National Nuclear Security Administration client in Oak Ridge, TN. On-site work only.
Knowledge, Skillset, and Abilities (KSAs)
Minimum Job Requirements
- Associates degree with limited experience or high school diploma with 1 to 4 years of experience.
Preferred Job Requirements
- Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor’s degree in related discipline with 1 year of experience
- Experience troubleshooting and supporting hardware and software.
- Knowledge and experience in imaging with SCCM.
- Knowledge and experience with software installations both in person and remotely.
- Ability to convey information accurately and effectively in both written and oral form.
- Effective time management skills to handle multiple incidents and/or tasks at once.
- Experience with ServiceNow incident and task management.
- Able to work technically in a demanding fast-paced environment.
- Able to concisely and accurately describe technical details to customers.
- Quick decision making when assessing a solution to a problem that is creating a business or production delays.
- Well-developed IT troubleshooting skills and customer service.
- Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving.
- Experience with Office 365 and Exchange Administration
- A+ certified a plus
- CompTIA certified a plus
What You'll Do
- Work as primary point of contact for all LifeCycle laptop/pc replacements meeting strict deadlines
- Actively move all software from current LifeCycle laptops/pcs to respective replacement device
- Ensure customer’s devices are fully functional before resolving tasks.
- Work directly with customers via phone, email, chat sessions, remote connection, or in person.
- Provide resolutions to customer issues/requests.
- Properly escalate unresolved queries to the next level of support.
- Utilize service management tools to document work notes and updates.
- Follow up with customers, provide feedback and see problems/requests through to resolution.
- Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work
- environment.
- Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues.
- Install and configure approved software and hardware.
- Coach end users on tools and equipment usage.
- Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and
- work experience.
- Setup, configure, and troubleshoot desktops and laptops within Y12 Security Complex.
- Strong customer service and interpersonal communication skills.
Skills
ServiceNowCustomer ServiceCompTIA
