Help Desk Specialist - Oak Ridge, TN Information Technology at SOC LLC in Oak Ridge, Tennessee

Job Description:

Help Desk Specialist - Oak Ridge, TN

• 100% onsite for a period of days for initial setup and start of training (up-to 1 week onsite), then training and working remotely for a period of time until we deem it suitable for return to the office (which my be as soon as August 2021).


• Customer service and technical skills. Experience or education preferable, ability to learn and adapt is a necessity.


• Training will be 8AM - 5PM ET Mon - Fri for ~4 weeks. Outside of that specific shifts, agents select shifts every 6-8 months based upon performance, and so a person may go up/down in their selection # based upon this.
  
  

Responsibilities include, but are not limited to:

• Provide Tier 1 technical and procedural support to FAA users throughout the world.


• Resolves technical problems and answers queries through various channels such as telephone, chat, email, and tickets submitted online.


• Diagnose, identify, isolate, analyze, and resolve problems utilizing technical skills, historical database records, and knowledgebase documentation.


• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form.

Work is performed in a 24/7/365 environment. Shifts will be determined at a later date.

Required Education & Experience

• High School and two (2) years or more experience, Associates or equivalent and zero (0) years or more experience


• Excellent customer service skills.


• Knowledge to provide tier I technical support to computer customers needing assistance with general questions, account administration (password resets and account unlocks), distribution of software and software troubleshooting, remote access and VPN support, and service/support request entry via an incident tracking system.


• Ability to remotely troubleshoot user issues and determine what assistance is needed.


• Ability to collect and document necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests at first contact.


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Desired Skills & Experience

• Experience with BMC Remedy or similar ITSM software


• Experience with Microsoft office


• Experience with Outlook

Certifications Required

• Candidate must already hold the following certifications or be willing to obtain within 1 year of hire.


• CompTIA A+


• HDI Customer Service Representative


• Required Clearance -Must be able to obtain a public trust clearance prior to starting work.

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