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Systems Support Specialist 3

Company: ORAU
Location: Oak Ridge
Posted on: January 27, 2023

Job Description:

APPOINTMENT TYPE: Full-Time Regular -LOCATION: Oak Ridge, TN (Onsite Required) -SALARY RANGE: $26.89 - $36.67 per hour -PURPOSE:Provides computer and software support by telephone, remote tools, and in person to users. Set-up, troubleshoot, and resolve issues related to desktop, laptop, and peripherals. Follow Cyber security guidelines for computer network access.

Customer Client SupportProvide customer client support via telephone, remote support tools, or as required in person to customers. Apply diagnostic techniques to identify issues, investigate causes, and recommend solutions to correct computer hardware and software issues. Provide 1st and 2nd tier support "cradle to grave" for customers with client issues within scope of responsibilities.Hardware and SoftwareUse IT tools to install and configure standard desktop and laptop computer hardware and software. Install standard local and network printers, drivers, scanners, or other peripherals. Advise users on increasing their productivity and acquisition of new client computer-related equipment and software. Use IT methods and processes to decommission all computer hardware to include desktops, laptops, local/network printers, or other peripherals.Service ManagementCreate, update, and track all customer incidents or service requests via the service management platform. Communicate to customers regarding status of open tasks. Assure resolution of work completed is noted and documented within the service management platform.Project and TeamworkParticipate as a project team member or lead in implementation of assigned new computer projects, such as researching, testing, developing and deploying new hardware/software. Author desktop job aids as assigned.Cyber SecurityRespond and resolve client vulnerabilities through patching or updating hardware or software.NetworkProvide routine troubleshooting for general network problems such as wireless/wired VPN and network patch cabling, includes use of utility to monitor customer PC hardware and software inventory.

Associate's degree in Computer Science, Information Technology, Electronics or other job-related discipline and 3 years of job-related experience. An equivalent combination of education and experience performing duties as described may be substituted for the minimum requirements.Experience installing, configuring and supporting Microsoft Windows operating systems for use in an enterprise environment.Experience with 1st and 2nd tier "cradle to grave" support within scope of responsibilities.Experience and understanding of IT infrastructure levels of issue resolution.Experience with using Software Center to install software that is advertised to client computers.Experience installing, configuring and troubleshooting computer hardware such as hard drives, motherboards, memory, and other components.Experience with Multifactor Authentication. Experience with unified security endpoint.Positive attitude and outstanding customer service orientation.Must have working knowledge of Microsoft Office 365.Must have working knowledge of remote support tool(s).Must have working knowledge and use of a service management platform.Must be able to work as part of a team and be a solid team player.Must have strong communication skills and be able to effectively communicate issues, including writing skills for technical job aids.Working knowledge of group policies and impacts to clients.Knowledge of Transmission Control Protocol (TCP)/Internet Protocol (IP), Dynamic Host Configuration Protocol (DHCP), and Domain Name System (DNS) network protocols and services.Must have knowledge of computer security vulnerabilities protection and remediation methods.Working knowledge of Microsoft Active Directory environments.*The candidate's starting salary will be determined upon hire and ORAU will use salary survey data, internal comparators, and the candidate's qualifications to determine salary.TOTAL REWARDSORAU has a strategic approach to providing total rewards to employees through a fair, equitable, and competitive total compensation package. The goal of our total rewards system is to integrate compensation, benefits, work-life balance, performance, recognition, development, and career opportunities to attract, engage, and retain the talent required to achieve ORAU's business objectives. - The benefit component of our total rewards program supports business goals by offering the following benefits based on employee eligibility:Legally required benefits Group Health insurance including: Medical, Prescription, Dental, and VisionRetirement plan contribution matching Disability insuranceGroup life insuranceTravel Accident InsuranceSection 125 reimbursement accountsOther voluntary employee paid benefit and insurance offerings The ORAU total reward package also promotes work-life balance. Mindful of the need for employees to care for themselves and their families, ORAU offers the following additional work-life benefits based on employee eligibility: TeleworkPaid Time Off (PTO)Paid HolidaysFlexible work schedules or compressed work weeksOccupational Health and Wellness ProgramsEmployee Assistance Program

Keywords: ORAU, Knoxville , Systems Support Specialist 3, Other , Oak Ridge, Tennessee

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