Location: Oak Ridge, TN
Duration: 1 year with a 1 year option
Work Location: Y-12 National Security Complex (on-site only)

KeyLogic has an opening for Technical Support Specialist for the Y-12 National Security Complex in Oak Ridge, TN. This position is responsible for delivering exceptional customer service at the IS& S Walk-Up desk assisting employees and subcontractors with troubleshooting, account-related issues, encryption and deployment of Government Furnished Equipment (GFE)

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.
• Ability 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.
• Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment a plus.
• 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

What You'll Do:

• Deliver exceptional customer service at the IS& S Walk-Up desk assisting employees and subcontractors with troubleshooting, account-related issues, encryption and deployment of Government Furnished Equipment (GFE).
• 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.
• Follow up with customers, provide feedback and see problems/requests through to resolution.
• Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.
• 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 mobile devices including tablets, mobile phones, and pagers.
• Setup, configure, and troubleshoot desktops within New Hope Center bldg.
• Strong customer service and interpersonal communication skills.