End User Support Service Desk

3 weeks ago

Oak Ridge, United States Pantex Full time


Location: Oak Ridge, Tennessee

Job Title: End User Support Service Desk

Career Level From: Intermediate Staff Member

Career Level To: Staff Member

Organization: Y-12 IT Service Management (51130645)

Job Specialty: End-User-Support

What You'll Do
  • Provide IT support to all customers
  • Receive customer IT queries by multiple methods (phone, self-service, etc.)
  • Provide the necessary information in the ticket in the event the ticket is escalated to another tier group
  • Triage and troubleshoot tickets submitted
  • Account management to include password resets and unlocks
  • Provide desktop software application assistance and installation
  • Resolve trouble tickets while interacting with the user, First Call resolution (FCR), or escalate to other support entities
  • Remotely access the end-user desktop to provide support
  • Provide customers with the status of the ticket and serve as primary support admin through ticket resolution
  • Give guidance to customers to resolve their issues and prevent recurrences of the issue to the best extent possible
  • Provide technical support to customers having varying levels of computing skills
  • Provide a detailed diagnostic summary for the next tier level support
  • Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
  • Interacts with management to facilitate timely problem resolution
  • Knowledge in the use of and application of metrics to increase efficiency and solve issues
  • Possesses excellent communication skills
  • Use courtesy, tact and discretion in all communications with customers
  • Ability to work in a fast-paced environment and change priorities quickly in support of emergent issues
  • Strong autonomous troubleshooting skills and ability to think creatively to solve complex technical problems across multiple platforms
What You Can Expect
  • Meaningful work and unique opportunities to support missions vital to national and global security
  • Top-notch, dedicated colleagues
  • Generous pay and benefits with a stable organization
  • Career advancement and professional development programs
  • Work-life balance fostered through flexible work options and wellness initiatives
Minimum Job Requirements
  • Associate degree in related discipline: Minimum 2 years of relevant experience.
  • Six or more years of relevant education, training, and/or progressive experience may be considered to satisfy educational and years-of-experience requirements for this posting.
Preferred Job Requirements
  • Ability to convey information accurately and effectively in both written and oral form
  • Effective time management skills to handle multiple incident tickets at once
  • Experience with Call Center/Help Desk Management
  • Strong interpersonal skills
  • Understanding of IT Service Management processes
  • CompTIA A+ or equivalent knowledge
  • Experience with and working knowledge of ServiceNow

Why Y-12?
You get #morethanajob. We encourage employees to achieve a healthy personal balance among home, work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek, while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors, so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan, prescription drug plan, vision plan, dental plan, employer matched 401(k) savings plan, disability coverage, education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership? Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace, at Y-12, you can build a career that lasts a lifetime. Notes
The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired.
If a range of Career Levels is posted, i.e., Senior Associate to Senior Specialist, internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level.
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required.
Position may require entry into Materials Access Areas (MAA) and participation in the Human Reliability Program (HRP). If HRP is required, candidate must complete a counterintelligence-scope polygraph, pursuant to 10CFR 709. Medical requirements may apply.

CNS is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation. As an employee, you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to being randomly selected for drug testing without advance notification.

CNS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity, age, religion, national origin, ancestry, genetic information, disability or veteran status.

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