What are the responsibilities and job description for the Technical Support Specialist position at KeyLogic Systems?
Location: Oak Ridge, TN
Duration: 1 year with a 1 year option
Work Location: Y-12 National Security Complex (on-site only)
KeyLogic has an opening for Technical Support Specialist for the Y-12 National Security Complex in Oak Ridge, TN. This position is responsible for delivering 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)
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.
- 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.
- Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment a plus.
- 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:
- 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).
- 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 mobile devices including tablets, mobile phones, and pagers.
- Setup, configure, and troubleshoot desktops within New Hope Center bldg.
- Strong customer service and interpersonal communication skills.
About KeyLogic:
Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20 year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world’s most challenging problems with unsurpassed anticipatory service.
KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service—always staying one step ahead—benefiting our customers, and ultimately helping build a better world.
We are committed to the success of each customer’s mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.
All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.
NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.
