The SAIC Marathon Petroleum Company Service Desk, located in Oak Ridge, Tennessee, currently has an opening for the position of IT Service Desk Support Specialist I (Service Desk Agent). Our Service Desk is the single point of contact for all Information Technology issues and requests from MPC employees and contractors, and supports corporate users at every skill level and background via telephone, email, Web chat, and direct ticket submission.
Candidates must be flexible to work any 8-hour shift within our hours of operation, generally from 6:00 AM to 8:00 PM with reduced staffing on weekends and major holidays. This position has five-day, 40-hour work week. We are seeking candidates who live in or around the Oak Ridge area in East Tennessee. Teleworking capability is also required, to assure coverage in cases of inclement weather.
TYPICAL EDUCATION: High school diploma or GED required, and at least one year call center or help desk experience or equivalent technical ability.
In addition to the qualifications listed, an Associate’s degree in IT-related field and 1-2 years of help desk experience supporting personal computer hardware and software is preferred.
REQUIRED SKILLS: Comprehensive knowledge of personal computer use and solid understanding of basic IT concepts. Proficiency using and supporting common corporate software, including Microsoft Windows 7, Microsoft Office 2007 and later (Word, Excel, Outlook email, etc.), networking and remote access, and antivirus software. Ability to perform first-line troubleshooting for corporate end users, including answering how-to questions, providing system and network status, and supporting a wide variety of proprietary and off-the-shelf applications and computing platforms. Must be able to communicate moderately complex technical information, ideas, and results effectively in both oral and written form. Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and help tools provided to follow issue through to a proper resolution. Excellent customer service and team skills. Ability to document work you do clearly and accurately in electronic ticketing system. Perform of additional routine duties as assigned. Teleworking capability required (must have home work space, high-speed Internet, and compatible Windows computer).
DESIRED SKILLS: Microsoft Active Directory and DFS experience, Microsoft Exchange Server-based email using Outlook, knowledge of help desk software and tools, mobile device support, VPN/remote connectivity support, technical writing, Visual Basic scripting, Web-based application support and development.