DESKSIDE Support Technician

6 days ago

Oak Ridge, United States Johnson Service Group Full time
Job DescriptionJob Description

Provide Tier 1 troubleshooting of hardware, software and operating system problems
- Document users' IT issues through the use of an online problem management system including opening, updating status, and closing problem tickets
- Respond to telephone calls, e-mails, and problem tickets for personnel requests for technical support
- Track and monitor issues to ensure a timely resolution where required
- Resolve PC software configuration problems and remotely install software products and/or approved patches
- Troubleshoot computer problems, perform hardware and software diagnostics, and coordinate needed repairs
- Resolve computer system problems including coordination between users, product line specialists, and/or organization infrastructure support staff
- Diagnose, isolate, and analyze problems utilizing historical database records
- Monitor problem ticket queue to ensure all assigned tasks are completed within specified deadlines
- Escalate unresolved issues to higher level support personnel

REQUIREDS SKILLS AND EXPERIENCE:
- Due to the language of federal government contracts, U.S. citizenship is required
- Minimum of a bachelor’s degree in Computer Information Systems, Management Information Systems, or other Information Technology disciplines; OR, in lieu of a degree, a minimum of  6 years of relevant professional experience
- Minimum of 1 year of experience in troubleshooting applications or network-related issues
- Minimum of 1 year of experience with ticket tracking tools such as Heat, Remedy, and Service Now
- Minimum of 1 year of experience providing customer service / IT support
- Ability and willingness to participate in shift rotation including occasional evening and regularly scheduled weekend assignments
- Proven hands-on experience with Microsoft Windows operating systems
- Demonstrated experience with techniques and methods of troubleshooting end-user problems including set-up and support of software and hardware
- Excellent and demonstrated communication and customer support skills
- Proven understanding of client-server and networking principles
- Desktop Support certification such as Microsoft Certified Desktop Support Technician (MCDST) or the ability to obtain MCDST (or equivalent) within 12 months
- Proven knowledge of ITIL/ITSM concepts

Company DescriptionOur people and culture make JSG a great place to work. We are all about growing and investing in our staff. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.

We offer medical, dental, vision, life insurance options, paid time off, sick time, 401(k), weekly pay, and more.

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG

We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.Company DescriptionOur people and culture make JSG a great place to work. We are all about growing and investing in our staff. JSG’s mission is to empower people, help our clients reach their goals, and hire motivated individuals.\r
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We offer medical, dental, vision, life insurance options, paid time off, sick time, 401(k), weekly pay, and more.\r
\r
Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG\r
\r
We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.\r
\r
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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