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...
- Rate: Not Specified
- Location: Oak Ridge, US-TN
- Type: Permanent
- Industry: IT
- Recruiter: KeyLogic Systems
- Contact: Tommy Selby
- Email: to view click here
- Reference: 2523
- Posted: 2025-03-28 07:14:10 -
- View all Jobs from KeyLogic Systems
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