HelpDesk Support Technician

Summary: Vital Services is looking to add a valuable and passionate HelpDesk / Desktop Support Technician to our growing IT managed service and support team in Oak Ridge, TN. As an IT Help Desk / Desktop Support Technician, you will provide technical support for our internal and external users and clients. You will be responsible for communicating with end users and identifying solutions to problems, providing basic technical training for MS Windows, MS Office and other applications, as well as training for basic computer operations. You will be responsible for providing maintenance for our computer desktop environment by analyzing requirements, resolving problems, and applying hardware and software solutions.

Essential Duties and Responsibilities of the HelpDesk / Desktop Support Technician include the following:

• Monitor the ticketing system and complete tasks in a timely manner.
• Provide great customer service to end users.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Greet end users warmly and ascertain problem or reason for contacting helpdesk.
• Provide helpdesk support and resolve problems to the end users' satisfaction.
• Not just able to resolve technical issues, but also able to make the end user feel welcome.
• Respond promptly to support requests.
• Ability to troubleshoot IT related issues over the phone, by email, or in person.
• Monitor and respond quickly and effectively to requests received.
• Monitor ticket system for requests, escalating to other personnel where appropriate.
• Properly document issues and the resolution.
• Set up computers for new hires and resolve IT issues for existing employees.
• Document internal procedures.
• Ensure each workstation has the proper equipment based on users' job duties.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Maintain inventory of all equipment, software, and software licenses.
• Create users in Active Directory as well as other proprietary software where needed.
• Perform timely workstation hardware and software upgrades as required.
• Maintain a clean and organized work environment.

Job Requirements of the HelpDesk / Desktop Support Technician:

• Customer support experience.
• Strong detail orientation and communication / listening skills.
• Possess a strong work ethic and team player mentality.
• Can work under minimal supervision.
• 2+ years of relevant support and technical experience required.
• Associate's or Bachelor's Degree in Information Systems, Business, Communications, or related field preferred.

Competencies and Success Factors

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service and responds to service requests; Meets commitments.

Interpersonal Skills – Focuses on resolving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Communications – Speaks clearly and persuasively; Listens and gets clarification; Responds well to questions; Participates in meetings; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Writes clearly and informatively and is able to read and interpret written information.

Business Acumen – Understands business implications of decisions; Displays orientation to profitability; Aligns work with strategic goals; Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Strives to continuously build knowledge and skills; Shares expertise with others.

Job Type: Full-time

Benefits:

• 401(k) with matching
• Dental insurance
• Health insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid Time Off
• Paid Holidays
• Employee Assistance Program

Experience:

• Technical Support: 2 years (Required)

Ability to Commute:

• Oak Ridge, TN 37830 (Required)

Work Location: In person