Tech Support / Computer Technician / CompTIA A+

Global Engineering and Technology (GET) is seeking qualified applicants to support the cybersecurity program at a U.S. Department of Energy national security facility as a Computer Technical Support Specialist. This position requires extensive knowledge and experience troubleshooting and supporting hardware and software. This is a highly compensated, high-responsibility position that is central to an important mission project. A CompTIA A+ certification is highly preferred and sought after for this position.

The Tech Specialist will work as the primary point of contact for all LifeCycle laptop/pc replacements, meeting strict performance deadlines for moving all software from current LifeCycle laptops/pcs to respective replacement devices. They will troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through a combination of certification coursework, internet research, contacting vendor support, and prior work experience. Additional duties include:

• Ensuring customer devices are fully functional before completing and closing assigned tasks.
• Providing support to customers via phone, email, chat, remote support sessions, and in-person interactions.
• Diagnosing and resolving customer-reported issues and service requests.
• Escalating unresolved issues to the appropriate support tier when necessary.
• Utilizing service management tools to document work performed, updates, and resolution details.
• Following up with customers, providing status updates, and ensuring issues and requests are resolved to completion.
• Maintaining a broad understanding of company hardware, software, procedures, and policies, including IT, HR, Finance, Cybersecurity, and Technical Security requirements that impact the end-user environment.
• Applying technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer-reported issues.
• Installing, configuring, and supporting approved hardware and software solutions.
• Providing end-user training and guidance on tools, technology, and equipment usage.
• Troubleshooting and resolving hardware, software, and connectivity issues using technical knowledge, research, vendor resources, and professional experience.
• Setting up, configuring, and supporting desktop and laptop systems within the facility.
• Demonstrating strong customer service, interpersonal, and communication skills.

• Due to the on-site security requirements, applicants must be citizens of the United States of America
• This position does not require a security clearance, but any active security clearance is viewed as a plus.

Knowledge, Skills, and Abilities:

• Experience troubleshooting and supporting hardware and software.
• Knowledge and experience with SCCM imaging.
• Knowledge and experience with software installations, both onsite and remote.
• Ability to convey information accurately and effectively in both written and verbal formats.
• Effective time management skills with the ability to handle multiple incidents and tasks simultaneously.
• Experience with ServiceNow incident and task management.
• Ability to work in a demanding, fast-paced technical environment.
• Ability to clearly and accurately communicate technical details to customers.
• Strong decision-making skills when assessing solutions to issues causing business or production delays.
• Well-developed IT troubleshooting and customer service skills.
• Experience with Active Directory, including creating, modifying, disabling, enabling, and moving user accounts.
• Experience with Microsoft 365 and Exchange administration.

Desired Certifications:

• Applicants with a CompTIA A+ certification are preferred and highly sought after

Experience:

• Minimum Experience: This position requires a minimum of 1 year of demonstrable experience performing the duties outlined above.
• Preferred Experience: Applicants with 2-5 years of experience are highly regarded, Although this position generally requires an Associate's degree in a related field, technical field experience will be weighted more than minimum education (an applicant with a high school diploma and 2+ years of technical experience matching the duties listed above would qualify for consideration).

Pulled from the full job description

• AD&D insurance
• Health insurance
• 401(k) matching
• Dental insurance
• Life insurance
• Disability insurance, * This position is TEMPORARY (Full-Time with benefits for 6-8 months)
• This position is 100% ON-SITE and does not provide relocation assistance
• Candidates MUST live within 50 miles of Oak Ridge, Tennessee, Compensation Range: $70,000 - $85,000 per year, depending on experience and qualifications, We provide exceptional benefits to our full-time employees (spouse/family coverage option available at a company-subsidized rate)., * Medical plan options with UnitedHealthcare
• Dental Insurance
• Long-term and Short-term Disability Insurance
• Life Insurance
• AD&D Insurance
• Generous 401(k) match