Helpdesk - Knoxville, TN (85% remote)

Ideal candidates would have:

• Demonstrated expertise with Help Desk and ticketing systems
• Excellent customer service skills
• Strong technical and business acumen
• The ability to take charge in identifying and fixing problems
• Experience in a fast changing, growing environment
• Actively participated in the troubleshooting and resolution of incidents in medium to large environments
• The capability to effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community
• Experience in working with all levels of customers including Senior Management
• Familiarity of incident management and resolution practices
• Demonstrated expertise, knowledge and understanding of building/site facilities and maintenance.

• Keep abreast of technology and industry best practices
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
• Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with in-house software packages.

• Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
  • Records required customer and problem information in the Help Desk Ticketing System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
  • Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
  • Setup and remove Desktops, Laptops, and Wyse terminals as needed.
  • Enter all Desktop, Laptop, and Wyse terminals into asset management program.
  • Works on Help Desk related projects and takes calls from the Help Desk Queue as assigned by supervisor.
  • Works on facility related projects as assigned by the Facility Manager

• 1-3 years of direct experience is required
• 1-3 years of experience working with Help Desk ticketing systems and escalation of higher level problems is required
• 1-3 years of desktop hardware experience is required
• 1-3 years of experience working with DNS, DHCP, Group Policy, and TCP/IP is required
• 1-3 years of experience working in fast pace environment is required
• 1-3 years of experience learning and supporting new and fast-changing technologies is required
• 1-3 years of experience with system integration, desktop technologies, and setting up cell phones is required
• 1-3 years of experience with imaging desktops and laptops using MDT or SCCM is required
• Excellent written and verbal communication is required
• Good work habits under pressure is required
• 1-3 years of Call Center experience is desired
• 1-3 years of experience with setting up users in Active Directory is desired
• 1-3 years of experience with facility related projects and incident resolution is desired
• Must have a good command of the English language in order to provide effective phone, desk-side, and email support. Proficiency in Spanish is a plus
• Must be able to lift up to 50 pounds

• Associate’s Degree (A.A or A.A.T) is desired
• A+, Network +, Security + is desired