What are the responsibilities and job description for the Technical Support Specialist position at ITR?
- Work will be performed onsite in Oak Ridge, TN
- Must be eligible for a federal security clearance (US Citizen)
1. Associates degree with limited experience or high school diploma with 1 to 4 years of experience.
Preferred Job Requirements
1. Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor’s degree in related discipline with 1 year of experience
2. Experience troubleshooting and supporting hardware and software.
3. Ability to convey information accurately and effectively in both written and oral form.
4. Effective time management skills to handle multiple incidents and/or tasks at once.
5. Experience with ServiceNow incident and task management.
6. Able to work technically in a demanding fast-paced environment.
7. Able to concisely and accurately describe technical details to customers.
8. Quick decision making when assessing a solution to a problem that is creating a business or production delays.
9. Well-developed IT troubleshooting skills and customer service.
10. Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment a plus.
11. Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving.
12. Experience with Office 365 and Exchange Administration
13. A certified a plus
14. CompTIA certified a plus
Specific Requirements – None
Specific Deliverables – Not-deliverable driven, level of effort support work. See below:
What You'll Do
1. Deliver exceptional customer service at the IS&S Walk-Up desk assisting employees and subcontractors with troubleshooting, account-related issues, encryption and deployment of Government Furnished Equipment (GFE).
2. Work directly with customers via phone, email, chat sessions, remote connection, or in person.
3. Provide resolutions to customer issues/requests.
4. Properly escalate unresolved queries to the next level of support.
5. Utilize service management tools to document work notes and updates.
6. Follow up with customers, provide feedback and see problems/requests through to resolution.
7. 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.
8. Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues.
9. Install and configure approved software and hardware.
10. Coach end users on tools and equipment usage.
11. Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience.
12. Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.
13. Setup, configure, and troubleshoot desktops within New Hope Center bldg.
14. Strong customer service and interpersonal communication skills.
