Technical Support Specialist

Oak Ridge, United States | Posted on 02/12/2026

Ray Tek is seeking Technical Support Specialists to support our federal client in Oak Ridge, TN. This position will be onsite in Oak Ridge, TN and travel is not expected for this position. This position also requires proof of US citizenship.

Technical Support Specialist

The Technical Support Specialist provides front-line technical assistance to customers requiring support with client-level hardware, software, telecommunications, and audiovisual systems in accordance with established organizational processes (e.g., Master Incident Management Plan). This role delivers high-quality customer service while diagnosing, troubleshooting, and resolving technical issues across a dynamic and fast-paced environment.

The position also supports video teleconferencing operations, classified conference room procedures, and enterprise end-user technology, ensuring reliable communication capabilities and secure operational integrity.

• Schedule, configure, and support conference room audiovisual and teleconferencing equipment.
• Coordinate and manage video teleconference meetings across multiple rooms and environments.
• Complete required documentation to open and close classified conference rooms, maintaining security and operational integrity.
• Provide technical support to customers via phone, email, chat, remote connection, and in-person interaction.
• Diagnose and resolve hardware, software, and connectivity issues using technical knowledge, research, vendor resources, and experience.
• Apply technical expertise, product knowledge, and problem-solving skills to resolve customer-reported issues efficiently.
• Escalate unresolved incidents to the appropriate next level of technical support when necessary.
• Utilize service management/ticketing systems to document work notes, updates, and resolutions.
• Follow through on incidents and service requests to ensure timely and complete resolution.
• Maintain working knowledge of organizational software, hardware, policies, and procedures impacting the end-user environment, including IT, HR, finance, cybersecurity, and technical security.
• Coach and guide end users on proper use of tools, systems, and equipment.
• Support emergent technical issues and evolving technology environments, adapting quickly to new systems and upgrades.

• US citizenship is a strict requirement.
• You must meet one of the following
  
  Education and Experience requirements:
  • Associates degree with limited experience
  • High School Diploma with 1-4 years of experience
  • Bachelors Degree in a technical field with limited experience
  • Associates degree in a technical field and 2-5 years of related experience
• Demonstrated experience providing technical support for client-level hardware and software in an enterprise environment.
• Strong customer service, interpersonal communication, and problem-solving skills.
• Ability to troubleshoot Automated Information Systems (AIS) hardware and software.
• Knowledge of videoconferencing systems, telecommunications, mobile devices, and audiovisual equipment.
• Effective time management with the ability to manage multiple incident tickets simultaneously.
• Ability to communicate technical information clearly and concisely in both written and verbal formats.
• Proven capability to make quick, sound technical decisions that minimize operational or business disruption.
• Ability to work in a technically demanding, fast-paced environment.
• Well-developed IT troubleshooting methodology and structured diagnostic approach.
• Experience working with service management or help desk ticketing tools.
• Familiarity with enterprise security, cybersecurity, and technical security practices affecting user environments.
• Ability to adapt quickly to new technologies, equipment upgrades, and changing operational needs.

Competency in the following areas:

• Technical Troubleshooting & Root-Cause Analysis
• Communication & Documentation
• Time Management & Multitasking
• Adaptability in Dynamic Technical Environments

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