Infrastructure Support Specialist
 Spectraforce Technologies | |
 United States, Tennessee, Knoxville | |
 Jan 21, 2025 | |
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Job Title: Infrastructure Support Specialist Location: Knoxville, TN Duration: 12 Months Description: Client is among the most respected engineering, project management, and construction companies in the world. Client operates through four global business units that specialize in Infrastructure; Mining and Metals; Nuclear, Security and Environmental; and Energy. Today, our colleagues team with customers, partners, and suppliers on diverse projects in nearly 40 countries. Client is currently seeking a Help Desk Support Analyst to join the team in the NS&E GBU. The Help Desk Specialist will provide IT call center level support to Client offices and employees worldwide. Job Duties: - Provides first-level troubleshooting of hardware, software and operating system problems, - Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets. - Responds to telephone calls, email, and problem tickets for personnel requests for technical support. - Tracks and monitors the problem to ensure a timely resolution where required. - Resolves PC software configuration problems and remotely installs software products and/or approved patches. - Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs. - Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff. - Diagnoses, isolates, and analyzes problems utilizing historical database records. - Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements. - Escalates unresolved issues to the successive level of support. Basic Qualifications: Bachelor's Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree - 1 or more years of experience in troubleshooting applications or network related issues - 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now - 1 or more years of experience providing customer service Additional Qualifications: - Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends. - Hands-on experience with Microsoft Windows operating systems - Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware - Excellent and demonstrated communication and customer support skills - Understanding of client-server and networking principles - Ability to obtain MCDST or equivalent within 12 months - Knowledge of ITIL/ITSM concepts For clearance requirements, candidate has to be US Citizen. | |