Summary

Duties and Responsibilities

• Performs customer support, training, and troubleshooting activities for various IT services.
• Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalates issues that require more detailed analysis to more experienced personnel.
• Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
• Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Performs Asset Management activities that identify and labelling new IT assets, purchasing of new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.
• Organizes and conducts training activities required for various capabilities in support of business and customer needs.
• Works as part of a cross-functional team to conduct routine remote surveillance and tier 1 maintenanceactivities for all network nodes, servers, etc.
• Monitors network alarms and performs fault isolation as well as event command and control.
• Maintains detailed records of network outages, discrepancies, and quality control measures.

You Must Have

• 5 years of experience required.
• High School Diploma required.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
• Regular and reliable attendance is an essential function of this job.
• Ability to travel up to 10% of the time.
• Ability to work remote, hybrid, or on-site as directed by management and is determined by the needs of the business .
• United States Citizenship

We Value

• Associates degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using Service Now’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Beginner to intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.