Job Title: Infrastructure Support Specialist

Location: Knoxville, TN

Duration: 12 Months

For clearance requirements, candidate has to be US Citizen.

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