Location: Oak Ridge, TN
Job Title: Technical Service Desk Analyst
Career Level From: Intermediate Staff Member
Career Level To: Staff Member
Job Specialty: End-User-Support
What You'll Do
The successful candidate will be responsible for providing DOE Y-12 on-site technical video teleconference (VTC) for CNS and federal customers of varying skills/job functions to ensure delivery of successful meeting collaboration and communication support. This position will provide technical support for and facilitate VTC sessions using desktop computers, VTC equipment, applications, Lync, Elmo, and related technology as well as support for connecting links to other DOE sites. VTC support activities require interaction with high level CNS and federal customers, knowledge of sophisticated VTC equipment, and knowledge of DOE unclassified and classified networks, to support and facilitate VTC sessions, and to diagnose and resolve unique, non-recurring problems. The position may frequently work independent of other IT staff providing direct interface to VTC customer end users various DOE Y-12 on-site locations, and sometimes off-site locations. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.
Main job duties are:
- Interact with DOE Y-12 VTC infrastructure environment. Ensure VTC equipment interconnects seamlessly with other DOE VTC locations.
- Provide technical support for VTC related desktop computer systems and thin/thick clients.
- Respond to requests for technical assistance via phone, electronically, or in person.
- Work with IT Service Desk, Network Operations, Server Support, and Cyber Security staff as appropriate to support VTC sessions, and to determine and resolve any VTC problems.
- Ensure VTC client sessions operate within all established DOE standards and guidelines.
- Research VTC questions using available information resources.
The job position currently requires regular business hours support based on 4x10 hour shifts Mondays-Thursdays, with work shifts usually between 6am-6pm ET, but may also include some additional hours of support into evenings, and also some Friday hour’s support, as required for the customer.
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
- Associate degree in related discipline: Minimum 2 years of relevant experience.
- OR six years of relevant education and/or experience may be substituted in lieu of a degree.
Preferred Job Requirements
- Basic technical knowledge of DOE VTC infrastructure, operating procedures, networks, and DOE cyber security
- Basic knowledge of desktop computers and general IT environments
- Knowledge and familiarity with customer service support best practices
- Ability to work effectively and handle multiple concurrent tasks in a fast paced, demanding business environment
- Excellent communication skills both verbal and written, and be able to clearly communicate technical issues and resolutions in layman terms as required
- Be a proven team player dedicated to providing top level, positive customer service delivery
- Have a strong work ethic, be committed to customer success in their use of VTC and meeting facilities/technology, and demonstrate a passion to ensure high customer satisfaction
- The ability to remain calm and composed under stressful conditions
- Be adaptable and have ready availability to work a flexible work schedule as required by the customer
