End-User Desktop Support
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Job Location:
Oak Ridge, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Oak Ridge TN
Job Title: End-User Desktop Support
What Youll Do
- Provide direct support to customers via phone email chat remote connection or in-person assistance.
- Deliver exceptional customer service at the ISS Walk-Up Desk assisting employees and subcontractors with troubleshooting account-related issues encryption and deployment of Government Furnished Equipment (GFE).
- Resolve customer issues and requests professionally and efficiently.
- Properly escalate unresolved issues to the appropriate level of support.
- Document work notes and updates using service management tools.
- Follow up with customers provide feedback and see issues/requests through to resolution.
- Maintain broad knowledge of company software hardware procedures and policies across IT HR finance cybersecurity and technical security impacting the user work environment.
- Apply technical expertise and problem-solving skills to drive diagnosis and resolution of reported issues.
- Install and configure approved software and hardware.
- Coach end users on the effective use of tools and equipment.
- Troubleshoot and resolve software hardware and connectivity issues utilizing technical knowledge internet research vendor support and work experience.
- Schedule and set up conference room equipment including audio-visual teleconferencing (e.g. Microsoft Teams and WebEx).
- Set up configure and troubleshoot mobile devices including tablets mobile phones and pagers.
- Demonstrate strong customer service and interpersonal communication skills.
- Use courtesy tact and discretion in all communications with customers
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.
- A combination of six or more years of education and/or relevant experience may be considered in place of the educational requirement.
Primary Responsibilities
- Provide Tier 1/Tier 2 desktop support to government end users via phone email Microsoft Teams remote tools and in-person service.
- Troubleshoot and resolve hardware software and connectivity issues in accordance with agency policies and contract Service level Agreements (SLA).
- Escalate unresolved incidents to higher-level support teams track progress and ensure timely resolution.
- Install configure and support approved government software and hardware including drivers and peripherals.
- Deploy and support end-user devices including desktops laptops tablets zero/thick clients and workstations.
- Maintain operational knowledge of all agency IT policies cybersecurity requirements and standard operating procedures.
- Troubleshoot conference room and audiovisual systems (e.g. Microsoft Teams WebEx).
- Create and manage machine accounts in Active Directory; support GPO-impacted and policy configurations.
- Utilize remote management tools including SCCM RDP VNC and other approved technologies.
- Develop and execute scripts (PowerShell CMD Batch) for automation and system troubleshooting.
- Diagnose and resolve basic networking issues (ISE DHCP InfoBlox and static IP addressing).
Preferred Job Requirements
- Experience with ServiceNow or other ITSM systems in a federal environment.
- Ability to translate technical information into clear customer-friendly language.
- Strong task prioritization and time management skills in fast-paced support settings.
- Certifications (preferred): CompTIA A CompTIA Security ITIL Foundations
- Experience troubleshooting hardware/software issues using vendor resources technical research and prior hands-on expertise.
- Knowledge of federal cybersecurity compliance and vulnerability management.
- SCCM Software Center troubleshooting for failed software deployments.
- Basic Windows Server administration experience.
- Experience with virtualization technologies such as VMware Horizon.
- Experience supporting both legacy and modern Windows operating systems in enterprise environments.
- Ability to join systems to the domain and using troubleshooting tools such as Microsoft D.A.R.T.
- Proficiency with Microsoft Office 365 and legacy Office applications.
- Familiarity with DOE classified and unclassified IT requirements (or agency-specific equivalents).
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.
Key Skills
- Mac Os
- Active Directory
- Desktop Support
- Computer Networking
- Mobile Devices
- Windows
- Remote Access Software
- SCCM
- Help Desk
- Operating Systems
- Remedy
- Troubleshooting
