Service Desk Specialist I

Location: Oak Ridge, Tennessee (Remote)

About the role

This position serves as the single point of contact for all Information Technology issues and requests, supporting users at every skill level. The role involves providing technical assistance to computer system users via telephone, email, and direct ticket submission. This is a five-day, 40-hour work week, and candidates must be flexible to work any 8-hour shift within the hours of operation.

Responsibilities

• Provide first-line troubleshooting for end-users, answer how-to questions, and communicate system and network status.
• Support a wide variety of proprietary and off-the-shelf applications and computing platforms.
• Communicate technical information, ideas, and results effectively in both oral and written form.
• Handle the majority of requests without additional assistance by following established procedures and using available knowledge base tools.
• Document work clearly and accurately in the electronic ticketing system.
• Install software or perform hardware testing remotely as needed.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems, and remedial actions taken.

Requirements

• High school diploma or GED is required.
• At least one year of call center or help desk experience, or equivalent technical ability is required. Experience should include supporting personal computer hardware and software.
• Comprehensive knowledge of personal computer use and a solid understanding of basic IT concepts.
• Proficiency using and supporting Microsoft Windows 10/11 and Microsoft Office (Word, Excel, Outlook).
• Knowledge of networking, remote access, and antivirus software.
• Ability to work independently and manage time effectively.

Preferred Qualifications

• Associate's degree in an IT-related field.
• 1-2 years of help desk experience.
• Experience with Microsoft Active Directory and DFS.
• Knowledge of Microsoft Exchange Server-based email using Outlook.
• Familiarity with service desk software and tools.
• Experience with mobile device support and VPN/remote connectivity.
• Technical writing skills.
• Web-based application support experience.

Work Environment

This position is 100% remote. Teleworking capability is required, which includes a dedicated home workspace, high-speed internet, and a compatible Windows computer.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources.
• Access to a certified Career Coach.