Technical Support Specialist

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.

• Work as primary point of contact for all Life Cycle laptop/pc replacements meeting strict deadlines.
• Actively move all software from current Life Cycle 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 escape 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.

• 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 Service Now 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

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

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.

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.