Help Desk Support Specialist

Help Desk Support Specialist

Location: Oak Ridge, TN (on-site)

U.S.

Citizenship is required. 

Position Summary

This position will support the US Department of Energy Office of Scientific and Technical Information (OSTI) vision to ensure long-term preservation of and access to DOE scientific and technical information through day-to-day customer support and troubleshooting related to installation, configuration, and maintenance of systems software and hardware.

Position-Specific Duties

• Provides technical support to staff including maintenance, software installation, end-user support, and training.

• Maintains and monitors end-user workstations.

• Provides support to staff on all organization-supported applications.

• Troubleshoots computer problems and advises appropriate actions.

• Generates various forms of documentation regarding environment, accomplished tasks, and instructions for staff.

• Manages service requests, incidents, and problems through a ticketing system.

 

• Responds to inquiries via email, phone, and face-to-face to ensure prompt and thorough customer service and ensures issue tracking in ticketing system.

• Supports inventory control.

• Performs related duties as required.

 

Education, Training, Experience

• High school diploma required.

• Prefer candidates to be working toward a degree in computer science, mathematics, or related field from an accredited college or university or with equivalent background.

• 1-3 years’ experience required.

 

Knowledge, Skills, Abilities

• Familiarity with network technologies including Internet protocols and applications.

• Familiarity with client/server applications and procedures.

• Familiarity with system documentation standards and procedures.

• Demonstrated excellent customer service.

• Demonstrated ability to clearly and effectively communicate both verbally and in written format.

• Strong planning and organizational skills and ability to handle multiple tasks while maintaining attention to detail and a focus on delivery.

• Self-directed, results-oriented, and flexible; works well under pressure and adheres to tight deadlines.

• Ability to build strong working relationships across all levels of an organization

• Ability to work as part of a diverse team.

• Ability to translate technical information to an audience-appropriate level.

• Experience with remote communications operations involving a variety of protocols.

• Skilled in the use of MS Office.

• Ability to coordinate and communicate activities, status updates, outage notifications and schedule information with clients, other IT personnel, and other team members.

 

Physical Abilities

• Ability to sit for long periods.

• Ability to view computer monitor for long periods.

 

Ability to provide proof of US Citizenship on your first day of employment to obtain a DOE HSPD-12 Badge in accordance with the terms of the contract.

Departmen...