Help Desk Support Specialist

Help Desk Support Specialist Location : Oak Ridge, TN (on-site) U.S. Citizenship is required. Position Summary This position will support the US Department of Energy Office of Scientific and Technical Information (OSTI) vision to ensure long-term preservation of and access to DOE scientific and technical information through day-to-day customer support and troubleshooting related to installation, configuration, and maintenance of systems software and hardware. Position-Specific Duties Provides technical support to staff including maintenance, software installation, end-user support, and training. Maintains and monitors end-user workstations. Provides support to staff on all organization-supported applications. Troubleshoots computer problems and advises appropriate actions. Generates various forms of documentation regarding environment, accomplished tasks, and instructions for staff. Manages service requests, incidents, and problems through a ticketing system. Responds to inquiries via email, phone, and face-to-face to ensure prompt and thorough customer service and ensures issue tracking in ticketing system. Supports inventory control. Performs related duties as required. Education, Training, Experience High school diploma required. Prefer candidates to be working toward a degree in computer science, mathematics, or related field from an accredited college or university or with equivalent background. 1-3 years' experience required. Knowledge, Skills, Abilities Familiarity with network technologies including Internet protocols and applications. Familiarity with client/server applications and procedures. Familiarity with system documentation standards and procedures. Demonstrated excellent customer service. Demonstrated ability to clearly and effectively communicate both verbally and in written format. Strong planning and organizational skills and ability to handle multiple tasks while maintaining attention to detail and a focus on delivery. Self-directed, results-oriented, and flexible; works well under pressure and adheres to tight deadlines. Ability to build strong working relationships across all levels of an organization Ability to work as part of a diverse team. Ability to translate technical information to an audience-appropriate level. Experience with remote communications operations involving a variety of protocols. Skilled in the use of MS Office. Ability to coordinate and communicate activities, status updates, outage notifications and schedule information with clients, other IT personnel, and other team members. Physical Abilities Ability to sit for long periods. Ability to view computer monitor for long periods. Ability to provide proof of US Citizenship on your first day of employment to obtain a DOE HSPD-12 Badge in accordance with the terms of the contract. Department of Energy OSTI's policy direction requires all employees employed on this contract to be citizens of the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. About KeyLogic: Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20 year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service. KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world. We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class. All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer. NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at RecruitingKeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis. Job Code: 2390