Technical Support Specialist

3 weeks ago

Oak Ridge, United States Spectra Tech Full time

Spectra Tech is an engineering, environmental, and nuclear services company that provides high-quality and cost-effective technical solutions for U.S. Federal agencies, government contractors, and private commercial companies worldwide.

Spectra Tech is in need of a Technical Support Specialistfor a position in Oak Ridge, TN.

What You'll Do

* 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.

* Schedule and set up conference room equipment including audio visual teleconferencing and Skype.

* Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.

* Strong customer service and interpersonal communication skills.

Preferred Job Requirements

* Experience 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.

* Experience with ServiceNow incident management.

* Able to work 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.

#DICE

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