IT Customer Support Specialist
This opening is more than 230 days old and is very likely already filled.
We have an outstanding Contract position for an IT Customer Services Support Specialist to join a leading Company located in the Nashville, TN surrounding area.** Position requires U.S Citizenship. Job Responsibilities:-Coordinates, diagnoses, and troubleshoots incoming end user requests.-Provides technical support services to end-users either local or remote with problems or issues related to information technology services including but not limited to applications, workstations, conference rooms, collaboration services, and network services.-Provides timely resolution of problems or escalation on behalf of end-users to appropriate next level of technical support personnel in alignment with established service level agreements.-Provides case status updates to management and end-users.-Supports and maintains effective relationships with end-users.-Maintains and updates records in tracking databases within established SLAs.-Alerts management to emerging trends in incidents, problems, or issues.-Receives multi-tier IT incident and support request or tickets via ServiceNow. Works to resolve and update assigned tickets to meet or exceed defined SLA’s.-Provides phone/voicemail support and troubleshooting desktop related IT issues.-Provides remote support for off-site end users.-Documents desktop administration procedures.-Assists in maintaining corporate workstation asset records.-Assists the team with server support (i.e. basic Active Directory functions like adding/removing computers or maintaining security group membership, as well as adding or removing DHCP MAC filters).-Assists the team with the deployment of security-related encryption software.-Supports the company’s SOX compliance reporting procedures and helps maintain documentation.-Supports the company’s ISO quality system by assisting in the development of quality system documentation and follows internal processes to ensure proper conformance to established policies-Responsible for troubleshooting systems, researching, identifying, and providing resolutions that influence day-to-day corporate activities.-Aligns technical support with corporate IT policy and procedures.-Provides complex desktop hardware/software setups, printer/fax, and scanner support and repair.-Installs desktop OS and application patches.-Conducts desktop software and hardware installation/upgrades, basic LAN troubleshooting, and infrastructure support (wiring, troubleshooting, and connectivity).-Assists with computer and phone moves.-Analyzes customer organizational needs and directs the resolution of a wide range of computer problems.-Assists in the deployment of desktop-related software upgrades including but not limited to: Symantec EndPoint Protection, MS Visio, MS Project, MS Visual Studio, and Aruba VPN applications.-Assists with corporate initiatives to implement new technology as needed. Basic Hiring Criteria:-Bachelor’s Degree required.-Minimum 3 years of verifiable IT support experience. Desired Qualifications:-Experience with Service Desk software such as ServiceNow, Remedy, or Quest.-Proficiency with Windows 10 and Microsoft Office applications (Excel, Word, PowerPoint).-Working knowledge of open systems operating systems such as CentOS, RedHat, etc..-Understanding of Active Directory (GPO, OU, domains, etc.)-Experience with Microsoft WDS/MDT automated deployments desired.-Able to carry out and create complex technical instructions.-General understanding of software contracts, upgrade paths and license management.-General understanding of overall system environment such as system maintenance, workstation support, patch management, Internet connectivity, and security services, as well as specific supported software/applications.-Experience supporting remotely located user community.-Experience working with both onsite and virtual teams desired.-Experience working in an ITIL based enterprise environment a plus.-Industry standard certifications a plus.TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance. VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / EOE Protected Veterans/Disability