Technical Support (Onsite)

Job Description

Job Description

***US citizenship required per government contract. (dual citizenship is not permitted)

Main Sail is seeking a Technical Support Specialist to support a National Nuclear Security Administration client in Oak Ridge, TN. On-site work only.

• 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.
• 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.
• 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:

• 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.
• 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 desktops and laptops within Y12 Security Complex.
• Strong customer service and interpersonal communication skills.