It Support Specialist

FUNCTIONS AND RESPONSIBILITIES:
- Perform specific tasks while utilizing established information technology standards and methods including:
• Field customer questions and service requests via calls, voicemail, email, and walk-ins
• Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists
• Provide instruction to peers or customers as needed
• Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools
• Escalate support issues to appropriate department IT manager
• Assist with operation of loaner equipment library
• Provide end user support in a fast paced, technically challenging IT environment
• Work at both a construction site and an office environment
• Install and upgrade software and perform regular maintenance on personal computers and printers
• Document support and diagnostic activities and accurately resolve and close assigned trouble tickets by following customer support standards and procedures
• Actively manage customer expectations through effective communications - make frequent contact with end users and customers to resolve problems and issues relating to information technology
• Work collaboratively to assist other Service Center and Deskside Support team members ensuring team performance goals are met
• Spearhead service improvement initiatives as requested by management
REQUIRED SKILLS AND EXPERIENCE:
- Minimum of a bachelor’s degree in Computer Science, Information Technology or related field from an accredited college or university, OR, in lieu of a degree, minimum of 6 years of progressive and related professional experience
- Due to the requirements of federal government contracts contractors must possess the legal right to work and remain in the United States without sponsorship
- Ability to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check including verification of employment and educational history
- Ability to obtain and maintain a Department of Energy badge for access to the work site
- Proven experience in an IT Call Center troubleshooting user issues remotely
- Strong workstation hardware and software problem solving skills
- Diplomatic skills in end user communication (handle customer interactions in an accurate, effective and timely manner, and articulate ideas in clear and concise reports)
- Demonstrated attention to quality including accurate documentation of completed work
- Demonstrated ability to work productively with little supervision
- Ability to physically move computers and associated hardware when necessary
- Related experience includes but is not limited to: Windows workstation hardware and software; workstation imaging techniques and software; MS Office and Internet Explorer; networking; infrastructure systems architecture concepts, configurations and standards
DESIRED SKILLS AND EXPERIENCE:
- Experience with automated call center software and multi-line phone systems
- Experience using remote deployment tools to install and configure software, remove spyware, troubleshoot hardware and software, etc.
- Relevant IT certification(s) such as A+, Network+, or MCP

Position located at the Construction Site (22 miles north of Richland) – contractors MUST work a 4 x 10 schedule, M-Th, 6:30 a.m. to 5 p.m. (Other work locations may work a 9-80’s schedule, M-F 7:00 am to 4:30 pm with alternating Fridays off.) MUST have the ability to work extended hours as needed. NO TELEWORK