End-User-Support Desktop Support

Pantex Plant
tuition reimbursement, 401(k)
United States, Tennessee, Oak Ridge
Jan 20, 2025
Location: Oak Ridge, Tennessee Job Title: End-User-Support Desktop Support Career Level: Staff Member Organization: Y-12 IT Service Management (51130645) Job Specialty: End-User-Support What You'll Do Provide direct support to customers via phone, email, chat, remote connection, or in-person assistance. Deliver exceptional customer service at the ISS Walk-Up Desk, assisting employees and subcontractors with troubleshooting, account-related issues, encryption, and deployment of Government Furnished Equipment (GFE). Resolve customer issues and requests professionally and efficiently. Properly escalate unresolved issues to the appropriate level of support. Document work notes and updates using service management tools. Follow up with customers, provide feedback, and see issues/requests through to resolution. Maintain broad knowledge of company software, hardware, procedures, and policies across IT, HR, finance, cybersecurity, and technical security impacting the user work environment. Apply technical expertise and problem-solving skills to drive diagnosis and resolution of reported issues. Install and configure approved software and hardware. Coach end users on the effective use of tools and equipment. Troubleshoot and resolve software, hardware, and connectivity issues utilizing technical knowledge, internet research, vendor support, and work experience. Schedule and set up conference room equipment, including audio-visual teleconferencing (e.g., Microsoft Teams and WebEx). Set up, configure, and troubleshoot mobile devices, including tablets, mobile phones, and pagers. Demonstrate strong customer service and interpersonal communication skills. Use courtesy, tact and discretion in all communications with customers. What You Can Expect Meaningful work and unique opportunities to support missions vital to national and global security Top-notch, dedicated colleagues Generous pay and benefits with a stable organization Career advancement and professional development programs Work-life balance fostered through flexible work options and wellness initiatives Minimum Job Requirements Technician: Associate degree in related discipline: Minimum 4 years of relevant experience. A combination of eightor more years of education and/or relevant experience may be considered in place of the educational requirement. Preferred Job Requirements * Experience troubleshooting and supporting GFE hardware and software. * Strong written and verbal communication skills to convey information accurately and effectively. * Effective time management skills for handling multiple incident tickets simultaneously. * Experience using ServiceNow for incident management. * Proven customer service skills within the IT field. * Ability to work in a technically demanding and fast-paced environment and change priorities quickly in support of emergent issues. * Capability to clearly describe technical details to customers in a concise manner. * Quick decision-making skills for addressing business or production-impacting issues. * Solid IT troubleshooting skills and customer service expertise. * Knowledge and experience with videoconferencing, mobile devices, telecommunications, networking, cybersecurity, and audio-visual equipment is a plus. * Certifications (Preferred): CompTIA A+ ITIL Six Sigma Lean * Experience with Active Directory for creating, modifying, disabling accounts, enabling, and moving. * Experience with Group Policy management for troubleshooting permissions and user settings. * Experience with Office 365 and Exchange administration. * Experience using remote desktop management tools (e.g., SCCM, Remote Desktop Protocol (RDP), or similar). * Scripting or automation skills (e.g., PowerShell, Bash) for task automation and troubleshooting. Why Y-12? You get #morethanajob. We encourage employees to achieve a healthy personal balance among home, work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek, while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors, so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan, prescription drug plan, vision plan, dental plan, employer matched 401(k) savings plan, disability coverage, education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership? Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace, at Y-12, you can build a career that lasts a lifetime. Notes The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired. If a range of Career Levels is posted, i.e., Senior Associate to Senior Specialist, internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level. Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required. Position may require entry into Materials Access Areas (MAA) and participation in the Human Reliability Program (HRP). If HRP is required, candidate must complete a counterintelligence-scope polygraph, pursuant to 10CFR 709. Medical requirements may apply. CNS is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation. As an employee, you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to being randomly selected for drug testing without advance notification. CNS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity, age, religion, national origin, ancestry, genetic information, disability or veteran status.