Service Desk Specialist - Senior

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 Specialist - Senior.  The Service Desk Agent reports directly to the Service Desk Manager and will be responsible for answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.

Description of Duties:

• Adheres to all company and department policies and procedures.
• Responds to escalated tickets from first line staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing advanced technical skills, historical database records, and knowledgebase documentation.
• Supports commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  
• May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.
• May monitor phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems.
• Provides guidance and possibly coaching to other technicians and may have limited leadership responsibilities within the team.
• Contributes to knowledgebase growth and improvement, represents service desk in interactions with other support teams, and may participate in special projects as required.  
• This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.

Qualifications

• AA Degree in related discipline and three (3) years or more of related experience; Or, High School and five (5) years of related experience with relevant certification
• Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service
• Ability to provide leadership to teammates in a fast-paced SLA driven environment
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
• Deep 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
• Extensive experience supporting Microsoft Office and Windows 10
• Experience with account administration practices and Identity Management tools, understands common related security practices
• 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

• 5+ years of experience providing computer hardware/software support or related technical support experience in a call center environment
• Experience providing training on technical subject matter
• ITIL and HDI Certifications
• Familiarity with government IT environment and administrative processes
• 1 year or more experience working in a leadership capacity
• 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.