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Information Technology Help Desk

3 months ago

Oak Ridge, United States SOC LLC Full time

IT Service Desk needed for a contract to hire opportunity with SOC’s client in Oak Ridge, TN


Remote flexibility for this role 2-3 days in the office


Summary:

The main function of a Service Desk Specialist is to provide technical assistance to computer system users. A typical technical service desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Job Responsibilities:

  • Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
  • May install software or perform hardware testing remotely
  • 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, or installation activities
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Description:

To provide technical support to computer customers needing assistance with account administration (creations, maintenance, password resets and account unlocks, MIM and VOIP), distribution of software, hardware and software troubleshooting, remote access and VPN support, and service / support request entry via an Incident tracking system. If unable to resolve requests at first contact, collects and documents necessary information for appropriate escalation to Level 2 technical teams. Communicates with end users to provide customized solutions utilizing company standard software products and services. Will provide support for PC Computer Off-the-Shelf (COTS) products and enterprise-wide customer applications. The successful candidate must be flexible in days and hours worked.

Key responsibilities:

  • Successful candidate will have comprehensive knowledge in the use of personal computers and pertinent software applications.
  • Must demonstrate customer service and team skills. Experience in desktop and networking support, IT concepts, and help desk software.
  • Must be able to analyze, think logically, and act decisively in critical situations.
  • Ability to distinguish between different types of incidents and select the correct source for problem solution.
  • Must have the ability to take initiative and maintain focus in a fast-paced environment while balancing multiple demands and shifting priorities.

Qualifications:

  • High school education or GED and 1+ years of relevant technical experience or Bachelor’s degree.
  • Associate's degree in computer related field or equivalent training required 0-2 years experience required
  • Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
  • Basic ability to work independently and manage one time Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software


Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.


SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.