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REMOTE - Help Desk Support Specialist - Oak Ridge, TN

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Posted 2 months ago United States Salary undisclosed
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Job Description

REMOTE/Help Desk Specialist - Oak Ridge, TN

SOC is seeking REMOTE/Help Desk Specialist to provide technical support to our nation's most complex modernization and readiness challenges. This is a shift work position and the successful candidate must be flexible in days and hours worked.

***Must be willing to work between business hours of 6:30am-9pm M-F. Hours are subject to change based on business need***

Responsibilities include, but are not limited to:

Provide technical and procedural support to 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.

Required Education & Experience:

High School and 1 year or more experience, Associates or equivalent and 6 months 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.

Preferred Qualifications:

Minimum 2 years experience computer hardware/software support
Technical certifications such as A+, MCP, MCSE, CCNA
Windows 7 or 10, IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2013 Suite and beyond), strong Microsoft Outlook skills, remote access, Deltek Costpoint, Android and iOS support
Account administration, password reset experience.

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