Desktop Support Analyst

Knoxville, TN, or 50 miles radius

12 Months

No remote/telework option - not negotiable, candidate must go into the office.

Job Duties:

- Provides first-level troubleshooting of hardware, software, and operating system problems,

- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.

- Responds to telephone calls, emails, and problem tickets for personnel requests for technical support.

- Tracks and monitors the problem to ensure a timely resolution where required.

- Resolves PC software configuration problems and remotely installs software products and/or approved patches.

- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.

- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.

- Diagnoses, isolates, and analyzes problems utilizing historical database records.

- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.

- Escalates unresolved issues to the successive level of support.

Basic Qualifications:

Bachelor’s Degree in Computer Information Systems, Management Information Systems, or another Information Technology discipline, or six years of relevant experience in lieu of a degree

- 1 or more years of experience in troubleshooting applications or network-related issues

- 1 or more years of experience in ticket tracking tools such as Heat, Remedy, and Service Now

- 1 or more years of experience providing customer service

Additional Qualifications:

- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.

- Hands-on experience with Microsoft Windows operating systems

- Experience with techniques, and methods of troubleshooting end-user problems including set-up and support of software and hardware

- Excellent and demonstrated communication and customer support skills

- Understanding of client-server and networking principles

- Ability to obtain MCDST or equivalent within 12 months

- Knowledge of ITIL/ITSM concepts

About Us: Established in 2004, SPECTRA FORCE ® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRA FORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com

Benefits: SPECTRA FORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRA FORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRA FORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.

At SPECTRA FORCE , we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.