Desktop Support Specialist

Knoxville, TN | Desktop Support Specialist | Full-time

We are actively recruiting a Desktop Support Specialist for our client in Knoxville, TN. This is a contract opportunity that will require being on-site daily. You will be responsible for troubleshooting and supporting Automated Information Systems hardware and software. Must have experience with ServiceNow or another Service Management platform as well as videoconferencing, mobile devices, telecommunication, networking and cyber security.

Due to client request, candidates must be eligible to work in the United States without sponsorship.

Responsibilities:

Work directly with customers via phone, email, chat sessions, remote connection, or in person.

Provide resolutions to customer issues/requests.

Properly escalate unresolved queries to the next level of support.

Utilize service management tools to document work notes and updates.

Follow up with customers, provide feedback and see problems/requests through to resolution.

Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.

Apply technical expertise, product knowledge, and problem solving skills to drive the diagnosis and resolution of customer reported issues.

Install and configure approved software and hardware.

Coach end users on tools and equipment usage.

Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience.

Schedule and set up conference room equipment including audio visual teleconferencing and Skype.

Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.

Strong customer service and interpersonal communication skills.

"Equal Opportunity Employer/Veterans/Disabled"