IT Technologist (User Support)

Itr Co. Ltd - Oak Ridge, TN

Full-time

Oak Ridge, TN

Food Services and Drinking Places

About the position

The IT Technologist (User Support) position is focused on providing onsite technical support to staff at an East Tennessee company. This role serves as the primary point of contact for users seeking assistance with various IT-related issues, including hardware, software, and network connectivity. The position requires a strong customer service mindset and the ability to work independently while troubleshooting and resolving technical problems.

Responsibilities

• Provide in-person (deskside) user support.
• Serve as an escalation point for the installation, configuration, and troubleshooting of hardware, software, and operating systems.
• Troubleshoot and resolve network connectivity issues.
• Perform application troubleshooting including Microsoft Teams.
• Configure and support web browsers.
• Research and identify solutions to problems using a variety of resources.
• Create and review Knowledge Base articles for the group.
• Exhibit a customer service mindset while solving problems independently or collaboratively.

Requirements

• Associates degree and/or a minimum of three years directly related experience supporting IT initiatives.
• Knowledge of IT best practices, policies, and procedures.
• Knowledge of ITIL principles.
• Knowledge of diverse computing environments.
• Knowledge of the ServiceNow ITIL management system.
• Knowledge and experience working with supported software such as Adobe and Entrust.
• Familiarity with IT systems, SBMS, and other processes unique to ORNL.

Nice-to-haves

• Provide executive level technical support.