Technical Support Specialist with Security Clearance

Responsibilities

• Work as primary point of contact for all LifeCycle laptop/pc replacements meeting strict deadlines
• Actively move all software from current LifeCycle laptops/pcs to respective replacement device
• Ensure customer’s devices are fully functional before resolving tasks
• Work directly with customers via phone, email, chat sessions, remote connection, or in person
• Provide resolutions to customer issues/requests
• Properly escalate unresolved queries to the next level of support
• Utilize service management tools to document work notes and updates
• Maintain broad knowledge of company software/hardware and policies
• Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues
• Install and configure approved software and hardware
• Coach end users on tools and equipment usage
• Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience
• Setup, configure, and troubleshoot desktops and laptops within Y12 Security Complex
• Strong customer service and interpersonal communication skills

Requirements

• Knowledge, Skillset, and Abilities (KSAs) – Minimum Job Requirements: Associates degree with limited experience or high school diploma with 1 to 4 years of experience
• Preferred Job Requirements: Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor’s degree in related discipline with 1 year of experience
• Experience troubleshooting and supporting hardware and software
• Knowledge and experience in imaging with SCCM
• Knowledge and experience with software installations both in person and remotely
• Able to convey information accurately and effectively in both written and oral form
• Effective time management skills to handle multiple incidents and/or tasks at once
• Experience with ServiceNow incident and task management
• Able to work technically in a demanding fast-paced environment
• Able to concisely and accurately describe technical details to customers
• Quick decision making when assessing a solution to a problem that is creating a business or production delays
• Well-developed IT troubleshooting skills and customer service
• Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving
• Experience with Office 365 and Exchange Administration
• A+ certified a plus
• CompTIA certified a plus