Technical Support Specialist
Spectra Tech, Inc. | |
United States, Tennessee, Oak Ridge | |
132 Jefferson Court (Show on map) | |
April 21, 2024 | |
Spectra Tech is an engineering, environmental, and nuclear services company that provides high-quality and cost-effective technical solutions for U.S. Federal agencies, government contractors, and private commercial companies worldwide. Spectra Tech is in need of a Technical Support Specialist for a position in Oak Ridge, TN. What You'll Do * Work directly with customers via phone, email, chat sessions, remote connection, or in person. * Provide resolutions to customer issues/requests. * Properly escalate 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. * Schedule and set up conference room equipment including audio visual teleconferencing and Skype. * Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers. * Strong customer service and interpersonal communication skills. Preferred Job Requirements * Experience troubleshooting and supporting Automated Information Systems (AIS) hardware and software. * Ability to convey information accurately and effectively in both written and oral form. * Effective time management skills to handle multiple incident tickets at once. * Experience with ServiceNow incident management. * Able to work technically 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. #DICE |