Help Desk Support - Military veterans preferred



  full-time   employee

Oak Ridge
United States


Job Summary

To provide technical support to computer customers needing assistance with account administration (Password resets and account unlocks), distribution of software, hardware and software troubleshooting, remote access and VPN support, and service / support request entry via an Incident tracking system. If unable to resolve requests at first contact, collects and documents necessary information for appropriate escalation to Level 2 technical teams. Communicates with end users to provide customized solutions utilizing company standard software products and services. Will provide support for PC Computer Off-the-Shelf (COTS) products and enterprise-wide customer applications. 



Key responsibilities:
  • Successful candidate will have comprehensive knowledge in the use of personal computers and pertinent software applications.
  • Must demonstrate customer service and team skills. Experience in desktop and networking support, IT concepts, and help desk software.
  •  Must be able to analyze, think logically, and act decisively in critical situations.
  • Ability to distinguish between different types of problems and select the correct source for problem solution.
  • Must have the ability to take initiative and maintain focus in a fast-paced environment while balancing multiple demands and shifting priorities. 
  • High school education or GED and 2+ years of relevant technical experience or Bachelors degree in a relevant field.   
  • Must have the ability to troubleshoot technical issues
  • Must be able to work with different customers
  • Must have experience working with technology, specifically computers. 

Desired Qualifications

 Previously working in a Help Desk environment
Working in an Enterprise environment 
Having a strong knowledge of IT troubleshooting 
Strong customer service experience