End User Desktop Support

VetJobs•Oak Ridge, TN

About The Position

The End User Desktop Support role provides Tier 2 end-user assistance to employees and subcontractors. Support is delivered by phone, email, chat, remote connection, and in person, covering troubleshooting, account-related issues, encryption, and deployment of Government Furnished Equipment (GFE). The position resolves or escalates issues, records work in service management tools, follows up with customers, and helps users make effective use of tools and equipment. The role also installs and configures approved hardware and software; troubleshoots software, hardware, and connectivity issues; schedules and sets up conference room audio-visual teleconferencing equipment; and configures and supports tablets, mobile phones, and pagers. It requires maintaining knowledge of company software, hardware, procedures, and policies across IT and other functions affecting the user work environment, while communicating with courtesy, tact, and discretion. The position is located in Oak Ridge, Tennessee. It requires the ability to obtain and maintain a Department of Energy Q clearance. The role may require access to Material Access Areas and participation in the Human Reliability Program, and may be designated under DOE counterintelligence evaluation requirements. Candidates accepting an offer must pass a pre-placement physical, drug screening, and background investigation; U.S. citizenship is required for security clearance applicants.

Requirements

Associate degree in a related discipline; no experience is required at the minimum job level.
Four or more years of relevant education, training, and/or progressive experience may be considered in place of the educational and years-of-experience requirement.
Ability to obtain and maintain a Department of Energy Q clearance.
U.S. citizenship is required for security clearance applicants.
Successful candidates must pass a pre-placement physical, drug screening, and background investigation.

Nice To Haves

Experience troubleshooting and supporting GFE hardware and software.
Strong written and verbal communication skills.
Effective time management skills for handling multiple incident tickets simultaneously.
Experience using ServiceNow for incident management.
Proven customer service skills in the IT field.
Ability to work in a technically demanding, fast-paced environment and change priorities quickly in support of emergent issues.
Ability to describe technical details clearly and concisely to customers.
Quick decision-making skills for business- or production-impacting issues.
Solid IT troubleshooting skills and customer service expertise.
Knowledge or experience with videoconferencing, mobile devices, telecommunications, networking, cybersecurity, and audio-visual equipment.
CompTIA A+ certification.
ITIL certification.
Six Sigma Lean certification.
Experience with Active Directory account creation, modification, disabling, enabling, and moving.
Experience with Group Policy management for troubleshooting permissions and user settings.
Experience with Office 365 and Exchange administration.
Experience using remote desktop management tools such as SCCM, Remote Desktop Protocol (RDP), or similar.
Scripting or automation skills such as PowerShell or Bash.

Responsibilities

Provide direct customer support by phone, email, chat, remote connection, or in person.
Assist employees and subcontractors with troubleshooting, account-related issues, encryption, and deployment of Government Furnished Equipment (GFE).
Resolve customer issues and requests professionally and efficiently, and escalate unresolved issues to the appropriate support level.
Document work notes and updates using service management tools.
Follow up with customers, provide feedback, and see issues and requests through to resolution.
Maintain knowledge of company software, hardware, procedures, and policies across IT, HR, finance, cybersecurity, and technical security that affect the user work environment.
Apply technical expertise and problem-solving skills to diagnose and resolve reported issues.
Install and configure approved software and hardware.
Coach end users on effective use of tools and equipment.
Troubleshoot and resolve software, hardware, and connectivity issues using technical knowledge, internet research, vendor support, and work experience.
Schedule and set up conference room equipment, including audio-visual teleconferencing such as Microsoft Teams and WebEx.
Set up, configure, and troubleshoot mobile devices, including tablets, mobile phones, and pagers.
Communicate with customers using courtesy, tact, and discretion.