Technical Support Specialist

About this role

ABOUT THE ROLE

We are seeking a Technical Support Specialist to join our team supporting the DOE's Y-12 National Security Complex! This position is full-time and will be based out of Oak Ridge, Tennessee.

Responsibilities

- Work as primary point of contact for all LifeCycle laptop/pc replacements meeting strict deadlines.

- Actively move all software from current LifeCycle laptops/pcs to respective replacement device.

- Ensure customer’s devices are fully functional before resolving tasks.

- 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 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.

- Setup, configure, and troubleshoot desktops and laptops within Y12 Security Complex.

- Strong customer service and interpersonal communication skills.

Requirements

- Education & Years of Experience – Associates degree with experience or high school diploma with 1 to 4 years of experience.

- Citizenship – To be considered, you must be a United States (U.S.) citizen due to the federal nature of the work.

- Clearance – To be considered, you must be able to obtain and maintain a government issued clearance, if needed.

- Experience troubleshooting and supporting hardware and software.

- Knowledge and experience in imaging with SCCM.

- Knowledge and experience with software installations both in person and remotely.

- Ability to convey information accurately and effectively in both written and oral form.

- Effective time management skills to handle multiple incidents and/or tasks at once.

- Experience with ServiceNow incident and task management.

- Able to work technically in a 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.

- Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving.

- Experience with Office 365 and Exchange Administration

- A+ certified a plus

- CompTIA certified a plus

Desired Skills

- Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor’s degree in related discipline with 1 year of experience

About the Site

The NNSA's Y-12 National Security Complex, in Oak Ridge, Tennessee, is the nation’s only source of enriched uranium nuclear weapon components and provides enriched uranium for the U.S. Navy as well as excels in materials science, precision manufacturing, and stores enriched uranium. Y-12 supports efforts to reduce nuclear proliferation risk and performs work for other government agencies (energy.gov http://energy.gov).

ABOUT GEM

GEM Technologies, Inc. (GEM) is an award-winning federal contractor with more than 30 years of experience providing environmental, construction, facility management, and technical services to federal agencies, state and local governments, and commercial organizations. Founded in 1994 as a nuclear engineering firm to support federal operations in East Tennessee, GEM has since expanded into a nationwide, multi-disciplinary provider with over 270 employees and a diverse portfolio of contracts in the environmental, nuclear, and defense sectors. Some reasons to join GEM are:

- Our philosophy – We believe in the power of effective collaboration and recognize that good partnerships are the building blocks to success.

- Our relationships – Partnering with federal clients, we solve complex problems, exceed expectations, and advance critical missions.

- Our team – We are committed to managing a cohesive workforce and cultivating a supportive workplace for our employees on contracts and in-office.

- Our community involvement – Supporting our communities, we invest time and money in local schools and non-profit organizations.

COMPENSATION AND BENEFITS

GEM’s offered compensation is dependent on candidates’ education, qualifications, and relevant years of experience. To recruit and retain our exceptional staff, we offer the opportunity to elect benefit packages that best suit our employee’s needs; this includes, but is not limited to, a competitive Salary, Medical, Dental and Vision Insurance (including HSA & PPO options), Paid Time Off (PTO), Paid Holidays, Life Insurance, and a matching 401(k) Retirement Plan.

Please Note: With the exception of mandated state requirements, GEM does not publish salary information on external job boards; as such, most ranges listed are estimates made by vendors and not actual salary ranges.

EQUAL OPPORTUNITY EMPLOYER

GEM Technologies, Inc. is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

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