Technical Support Specialist
Technical Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview
Advanced Technologies & Laboratories (ATL) a Planned Systems International (PSI) company is hiring a Technical Support Specialist for a position at the Department of Energy (DOE) Y12 Plant.
The Technical Support Specialist will provide exceptional customer service and technical support to employees and subcontractors. This role involves troubleshooting hardware and software issues assisting with accountrelated problems and ensuring the smooth deployment and operation of Government Furnished Equipment (GFE). The specialist will work directly with customers through various communication channels to resolve issues and maintain a secure and efficient IT environment.
Essential Functions and Job Responsibilities
- Customer Service: Deliver exceptional customer service at the Information Solutions and Services (IS&S) WalkUp desk assisting employees and subcontractors with troubleshooting accountrelated issues encryption and deployment of Government Furnished Equipment (GFE).
- Direct Customer Interaction: Work directly with customers via phone email chat sessions remote connection or in person.
- Issue Resolution: Provide resolutions to customer issues/requests and properly escalate unresolved queries to the next level of support.
- Documentation: Utilize service management tools to document work notes and updates.
- FollowUp: Follow up with customers provide feedback and see problems/requests through to resolution.
- Knowledge Maintenance: 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.
- Technical Expertise: Apply technical expertise product knowledge and problemsolving skills to drive the diagnosis and resolution of customerreported issues.
- Installation and Configuration: Install and configure approved software and hardware.
- User Coaching: Coach end users on tools and equipment usage.
- Troubleshooting: Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through coursework Internet research contacting vendor support and work experience.
- Mobile Device Support: Setup configure and troubleshoot mobile devices including tablets mobile phones and pagers.
- Desktop Support: Setup configure and troubleshoot desktops within New Hope Center building.
- Communication Skills: Strong customer service and interpersonal communication skills.
Minimum Requirements
- Associates degree with limited experience or high school diploma with 1 to 4 years of experience.
- Technical Experience: Experience troubleshooting and supporting hardware and software.
- Communication: Ability to convey information accurately and effectively in both written and oral form.
- Time Management: Effective time management skills to handle multiple incidents and/or tasks at once.
- Service Management: Experience with ServiceNow incident and task management.
- Technical Environment: Able to work technically in a demanding fastpaced environment.
- Technical Communication: Able to concisely and accurately describe technical details to customers.
- Decision Making: Quick decision making when assessing a solution to a problem that is creating business or production delays.
- Troubleshooting Skills: Welldeveloped IT troubleshooting skills and customer service.
- Additional Knowledge: Knowledge and experience in videoconferencing mobile devices telecommunications networking cyber security and audiovisual equipment a plus.
- Active Directory: Experience with Active Directory for creating modifying disabling accounts enabling and moving.
- Office 365 and Exchange: Experience with Office 365 and Exchange Administration.
Desired Qualifications
- Associate degree in related discipline and 25 years of relevant experience OR Bachelors degree in related discipline with 1 year of experience
Professional Certifications
- Certifications: A certified a plus
- CompTIA certified a plus
Company Benefits
PSI offers fulltime benefits eligible employees a competitive total compensation package that includes paid leave and options for employer sponsored group medical dental vision shortterm and longterm disability life insurance AD&D coverage legal services identity theft and accident insurance. Flexible spending account and health saving account options offer pretax savings for qualified medical dental and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses certifications and tuition reimbursement programs.
EEO Commitment
It is company policy to promote equal employment opportunities. All personnel decisions including but not limited to recruiting hiring training promotion compensation benefits and termination are made without regard to race color religion age sex sexual orientation pregnancy gender identity genetic information national origin citizenship status veteran status protected veteran status disability or any other characteristic protected by applicable federal state or local law.
Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact Human Resources by emailing or by dialing.
Required Experience:
Unclear Seniority
Employment Type
Unclear
