Technical Support Level 1 & Level 2

Technical Support Level 1 & Level 2

This position requires U.S. Citizens only to meet the DoD requirements. Location: Oak Ridge, TN Duration: 2 Years

Job Description:

• Schedule and set up conference room equipment for audio visual teleconferencing.
• Strong customer service and interpersonal communication skills.
• Schedules and manages video teleconference meetings in various rooms.
• Completes paperwork required to open and close classified conference rooms to maintain the integrity of each room.
• 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.
• Coach end users on tools and equipment usage.
• Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through coursework, Internet research, contacting vendor support, and work experience.
• Ability to quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.

Specific Skills:

• Knowledge and experience in videoconferencing, mobile devices, telecommunications, and audiovisual equipment.
• Experience in troubleshooting and supporting Automated Information Systems (AIS) hardware and software.
• Ability to convey information accurately and effectively in both written and oral form.
• Effective time management skills to handle multiple incident tickets at once.
• Able to work in a technically 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

Must Have for Level 1:

• Must have an Associate's degree with limited experience or a high school diploma with 1 to 4 years of experience.
• Requires basic knowledge and familiarity with equipment in area of expertise.

Must Have for Level 2:

• Bachelor's degree in a technical field with limited experience or an Associate's degree in a technical field and 2 to 5 years of related experience.
• Requires general knowledge and understanding in area of expertise and associated equipment, processes or systems.