Technical Support Specialist

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.


* Trou...