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Technical Support Specialist - Oak Ridge, United States - Spectra Tech
Description
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 Specialistfor 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
