Location: Oak Ridge TN
Job Title: Technical Service Desk Analyst
Career Level From: Intermediate Staff Member
Career Level To: Staff Member
Job Specialty: End-User-Support
What Youll Do
The successful candidate will be responsible for providing DOE Y-12 on-site technical video teleconference (VTC) for CNS and federal customers of varying skills/job functions to ensure delivery of successful meeting collaboration and communication support. This position will provide technical support for and facilitate VTC sessions using desktop computers VTC equipment applications Lync Elmo and related technology as well as support for connecting links to other DOE sites. VTC support activities require interaction with high level CNS and federal customers knowledge of sophisticated VTC equipment and knowledge of DOE unclassified and classified networks to support and facilitate VTC sessions and to diagnose and resolve unique non-recurring problems. The position may frequently work independent of other IT staff providing direct interface to VTC customer end users various DOE Y-12 on-site locations and sometimes off-site locations. The positions responsibilities require independent analyses communication and problem solving. Work is performed with little supervision and requires initiative and judgment.
Main job duties are:
- Interact with DOE Y-12 VTC infrastructure environment. Ensure VTC equipment interconnects seamlessly with other DOE VTC locations.
- Provide technical support for VTC related desktop computer systems and thin/thick clients.
- Respond to requests for technical assistance via phone electronically or in person.
- Work with IT Service Desk Network Operations Server Support and Cyber Security staff as appropriate to support VTC sessions and to determine and resolve any VTC problems.
- Ensure VTC client sessions operate within all established DOE standards and guidelines.
- Research VTC questions using available information resources.
The job position currently requires regular business hours support based on 4x10 hour shifts Mondays-Thursdays with work shifts usually between 6am-6pm ET but may also include some additional hours of support into evenings and also some Friday hours support as required for the customer.
What You Can Expect
- Meaningful work and unique opportunities to support missions vital to national and global security
- Top-notch dedicated colleagues
- Generous pay and benefits with a stable organization
- Career advancement and professional development programs
- Work-life balance fostered through flexible work options and wellness initiatives
Minimum Job Requirements
- Associate degree in related discipline: Minimum 2 years of relevant experience.
- OR six years of relevant education and/or experience may be substituted in lieu of a degree.
Preferred Job Requirements
- Basic technical knowledge of DOE VTC infrastructure operating procedures networks and DOE cyber security
- Basic knowledge of desktop computers and general IT environments
- Knowledge and familiarity with customer service support best practices
- Ability to work effectively and handle multiple concurrent tasks in a fast paced demanding business environment
- Excellent communication skills both verbal and written and be able to clearly communicate technical issues and resolutions in layman terms as required
- Be a proven team player dedicated to providing top level positive customer service delivery
- Have a strong work ethic be committed to customer success in their use of VTC and meeting facilities/technology and demonstrate a passion to ensure high customer satisfaction
- The ability to remain calm and composed under stressful conditions
- Be adaptable and have ready availability to work a flexible work schedule as required by the customer
Why Y-12
You get #morethanajob. We encourage employees to achieve a healthy personal balance among home work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan prescription drug plan vision plan dental plan employer matched 401(k) savings plan disability coverage education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace at Y-12 you can build a career that lasts a lifetime.
Notes
The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired.
If a range of Career Levels is posted i.e. Senior Associate to Senior Specialist internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level.
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required.
This position may require entry into the Material Access Areas (MAA) and participation in the Human Reliability Program (10 C.F.R. Part 712) which requires successful competition of a DOE counterintelligence evaluation and may include a counterintelligence-scope polygraph examination.
This position may be categorized as a designated position identified by 10 C.F.R. Part 709 requiring successful completion of a DOE counterintelligence evaluation that may include a counterintelligence-scope polygraph examination.
CNS is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical drug screening and background investigation. As an employee you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to being randomly selected for drug testing without advance notification.
CNS is an equal opportunity employer. All qualified applicants will receive consideration for employment based on merit and without regard to race color religion sex sexual orientation national origin protected veteran status or disability.
Required Experience:
IC
Location: Oak Ridge TNJob Title: Technical Service Desk AnalystCareer Level From: Intermediate Staff MemberCareer Level To: Staff MemberJob Specialty: End-User-SupportWhat Youll Do The successful candidate will be responsible for providing DOE Y-12 on-site technical video teleconference (VTC) for CN...
Location: Oak Ridge TN
Job Title: Technical Service Desk Analyst
Career Level From: Intermediate Staff Member
Career Level To: Staff Member
Job Specialty: End-User-Support
What Youll Do
The successful candidate will be responsible for providing DOE Y-12 on-site technical video teleconference (VTC) for CNS and federal customers of varying skills/job functions to ensure delivery of successful meeting collaboration and communication support. This position will provide technical support for and facilitate VTC sessions using desktop computers VTC equipment applications Lync Elmo and related technology as well as support for connecting links to other DOE sites. VTC support activities require interaction with high level CNS and federal customers knowledge of sophisticated VTC equipment and knowledge of DOE unclassified and classified networks to support and facilitate VTC sessions and to diagnose and resolve unique non-recurring problems. The position may frequently work independent of other IT staff providing direct interface to VTC customer end users various DOE Y-12 on-site locations and sometimes off-site locations. The positions responsibilities require independent analyses communication and problem solving. Work is performed with little supervision and requires initiative and judgment.
Main job duties are:
- Interact with DOE Y-12 VTC infrastructure environment. Ensure VTC equipment interconnects seamlessly with other DOE VTC locations.
- Provide technical support for VTC related desktop computer systems and thin/thick clients.
- Respond to requests for technical assistance via phone electronically or in person.
- Work with IT Service Desk Network Operations Server Support and Cyber Security staff as appropriate to support VTC sessions and to determine and resolve any VTC problems.
- Ensure VTC client sessions operate within all established DOE standards and guidelines.
- Research VTC questions using available information resources.
The job position currently requires regular business hours support based on 4x10 hour shifts Mondays-Thursdays with work shifts usually between 6am-6pm ET but may also include some additional hours of support into evenings and also some Friday hours support as required for the customer.
What You Can Expect
- Meaningful work and unique opportunities to support missions vital to national and global security
- Top-notch dedicated colleagues
- Generous pay and benefits with a stable organization
- Career advancement and professional development programs
- Work-life balance fostered through flexible work options and wellness initiatives
Minimum Job Requirements
- Associate degree in related discipline: Minimum 2 years of relevant experience.
- OR six years of relevant education and/or experience may be substituted in lieu of a degree.
Preferred Job Requirements
- Basic technical knowledge of DOE VTC infrastructure operating procedures networks and DOE cyber security
- Basic knowledge of desktop computers and general IT environments
- Knowledge and familiarity with customer service support best practices
- Ability to work effectively and handle multiple concurrent tasks in a fast paced demanding business environment
- Excellent communication skills both verbal and written and be able to clearly communicate technical issues and resolutions in layman terms as required
- Be a proven team player dedicated to providing top level positive customer service delivery
- Have a strong work ethic be committed to customer success in their use of VTC and meeting facilities/technology and demonstrate a passion to ensure high customer satisfaction
- The ability to remain calm and composed under stressful conditions
- Be adaptable and have ready availability to work a flexible work schedule as required by the customer
Why Y-12
You get #morethanajob. We encourage employees to achieve a healthy personal balance among home work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan prescription drug plan vision plan dental plan employer matched 401(k) savings plan disability coverage education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace at Y-12 you can build a career that lasts a lifetime.
Notes
The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired.
If a range of Career Levels is posted i.e. Senior Associate to Senior Specialist internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level.
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required.
This position may require entry into the Material Access Areas (MAA) and participation in the Human Reliability Program (10 C.F.R. Part 712) which requires successful competition of a DOE counterintelligence evaluation and may include a counterintelligence-scope polygraph examination.
This position may be categorized as a designated position identified by 10 C.F.R. Part 709 requiring successful completion of a DOE counterintelligence evaluation that may include a counterintelligence-scope polygraph examination.
CNS is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical drug screening and background investigation. As an employee you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to being randomly selected for drug testing without advance notification.
CNS is an equal opportunity employer. All qualified applicants will receive consideration for employment based on merit and without regard to race color religion sex sexual orientation national origin protected veteran status or disability.
Required Experience:
IC
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Monthly Salary:
Not Disclosed
Posted on:
9 days ago
Vacancies:
1 Vacancy
