Technical Support (Onsite)

Main Sail LLC; Oak Ridge (TN); On-site; USD 45,000 - 60,000; Full time

Job summary

Main Sail LLC is seeking a Technical Support Specialist to provide support for a National Nuclear Security Administration client in Oak Ridge, TN. The ideal candidate will have experience troubleshooting hardware/software, with an ability to convey technical details effectively.

This role requires strong customer service skills and the ability to work in a fast-paced environment. Primary duties include managing device replacements and resolving customer issues. A+ or CompTIA certification is a plus, and on-site work is required.

Qualifications

• Associates degree with limited experience or high school diploma with 1 to 4 years of experience.
• Experience troubleshooting and supporting hardware and software.
• Ability to convey information accurately and effectively in both written and oral form.

Responsibilities

• Work as primary point of contact for LifeCycle laptop/pc replacements.
• Ensure customer’s devices are fully functional.
• Provide resolutions to customer issues/requests.

Skills

Troubleshooting hardware and software

Customer service

Time management

Technical communication

SCCM imaging

Active Directory

Office 365

Education

Associate degree or high school diploma with relevant experience

Bachelor's degree in related discipline preferred

Tools

ServiceNow

Desktops and laptops setup/configuration

Job description

US citizenship required per government contract. (dual citizenship is not permitted)

Main Sail is seeking a Technical Support Specialist to support a National Nuclear Security Administration client in Oak Ridge, TN. On-site work only.

Knowledge, Skillset, and Abilities (KSAs)

Minimum Job Requirements

• Associates degree with limited experience or high school diploma with 1 to 4 years of experience.

Preferred Job Requirements

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

What You'll Do

• 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 escalates 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.
• Setup, configure, and troubleshoot desktops and laptops within Y12 Security Complex.
• Strong customer service and interpersonal communication skills.