Service Desk Analyst  - Journeyman

Cookeville, TN

Talent Orchard LLC, a Woman Owned Small Business with 8a designation has been contracted by a large defense contractor in their search for a Service Desk Analyst - Journeyman. The Service Desk Agent reports directly to the Service Desk Manager and will provide first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.

Description of Duties

• Follows all company and department documented procedures and protocols.
• Diagnoses, identifies, isolates, analyzes, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
• Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  
• May escalate tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.
• Maintains and updates records in Incident Management and Service Request system.
• Alerts management to recurring problems and patterns of problems, may represent service desk in meetings and/or participate in quality assurance activities.  
• This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.

Qualifications

• AA Degree in related discipline and one (1) year of related experience; Or, High School and two (2) years of related experience with relevant certification
• Proven hardware/software troubleshooting experience
• Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service
• Ability to work well with all teammates in a fast-paced SLA driven environment
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively with others
• Understanding of IT concepts/practices and experience with common service desk software.
• Proven ability to think and troubleshoot logically and act decisively in critical situations
• Experience supporting Microsoft Office, Windows OS, and Mac OS X
• Experience with account administration and Identity Management tools, including Microsoft Active Directory (AD)
• At least one technical certification (such as A+, N+, MCP, MCSE, CCNA)
• Must be a US Citizen and have ability to pass customer background check
• Willingness to work any shift, potentially including weekends or holidays
• Ability to arrive and start work promptly at beginning of scheduled shift

Desired Qualifications

• 2+ years of experience in computer hardware/software support
• ITIL or HDI Certification
• Familiarity with government IT environment and administrative processes
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Strong working knowledge of Windows 10, Edge, FireFox, and Chrome browsers, VPN software, VDI, and other commonly used commercial products

Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.