HHS Service Desk Technician

Jobtailor

Cookeville (TN)

On-site

USD 42,000 - 62,000

Full time

7 days ago

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Job summary

Jobtailor seeks a dedicated IT support specialist in Cookeville, TN to deliver frontline technical assistance to end users. You will troubleshoot hardware and software, support desktops, laptops, and mobile devices, and document issues for escalation.

The role requires clear communication, teamwork, and a commitment to excellent customer service. The ideal candidate has a high school diploma and is eligible for Public Trust clearance, with experience in incident tracking and knowledgebase

Qualifications

High school diploma or equivalent.
Public Trust Clearance is required.
Experience in a customer service/support environment is preferred.
Proven hardware/software troubleshooting experience.
Ability to communicate effectively via telephone, email, and chat.
Familiarity with IT support best practices.

Responsibilities

Provide customer service to professional end users.
Provide frontline technical support to local and remote users via calls, chat, email, and online support and service requests.
Analyze and diagnose customer issues using technical skills, historical records, knowledgebase, and other tools.
Support operating systems and software.
Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
Create and update documentation and knowledge base articles.
Document issues and troubleshooting work for escalation, review, and audit purposes.
Communicate with supervisors, peers, and end users to solve issues.

Skills

Troubleshooting

Technical Support

Customer Service

Incident Tracking System

IT Support Best Practices

Education

High school diploma or equivalent

Public Trust Clearance

Tools

Incident Tracking System

Knowledgebase

Remote Support Tools

Desktop Support Tools

Network Monitoring Tools

Job description

Provide customer service to professional end users
Provide frontline technical support to local and remote users via calls, chat, email, and online support and service requests
Analyze and diagnose customer issues using technical skills, historical records, knowledgebase, and other tools
Support commercial and agency-specific applications and software
Support operating system and internet browser issues
Support desktops, laptops, mobile devices, printers, scanners, and other hardware
Support network infrastructure issues affecting end users
Assist with password resets and account unlocks
Assist with hardware and software setup, installation, and configuration
Diagnose, isolate, and resolve wired and wireless network connectivity issues
Create and update documentation, written instructions, and knowledge base articles
Create, work, and resolve tickets in an incident tracking system
Document issues and troubleshooting work for escalation, review, and audit purposes
Determine when to elevate issues to specialist teams
Communicate with supervisors, peers, and end users to solve issues
Follow company and department policies and procedures

Requirements

High school diploma or equivalent
Must be a U.S. Citizen
Able to obtain a Public Trust clearance
Prefer one year of relevant experience in a customer service/support environment
Proven hardware/software troubleshooting experience
Proven effective and professional communication
Proven ability to address technical issues via telephone, email, and chat
Demonstrated commitment to excellent customer service
Experience with common software and operating systems
Knowledge of IT support best practices
Ability to work independently and within a team environment
Availability to work flexible hours in a 24x7x365 environment

Core Competencies

Demonstrates strong technical support capabilities, including troubleshooting hardware and software issues, and providing excellent customer service in a fast-paced environment. Proficient in documenting processes and resolving technical issues through effective communication with end users and team members.

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