Technical Support Specialist

Spectra Tech has an immediate need for a Technical Support Specialist in Oak Ridge, TN.

Job Description

Knowledge, Skillset, and Abilities (KSAs) - * Schedule and set up conference room equipment for audio visual teleconferencing. * Strong customer service and interpersonal communication skills. * Schedules and manages video teleconference meetings in various rooms. * Completes paperwork required to open and close classified conference rooms to maintain the integrity of each room. * Work directly with customers via phone, email, chat sessions, remote connection, or in person. * Provide resolutions to customer issues/requests. * Properly escalate unresolved queries to the next level of support. * Utilize service management tools to document work notes and updates. * Follow up with customers, provide feedback and see problems/requests through to resolution. * Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment. * Apply technical expertise, product knowledge, and problem solving skills to drive the diagnosis and resolution of customer reported issues. * Coach end users on tools and equipment usage. * Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience. * Ability to quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.

Essential Job Functions: Specific Requirements - * Knowledge and experience in videoconferencing, mobile devices, telecommunications, and audio visual equipment. * Experience troubleshooting and supporting Automated Information Systems (AIS) hardware and software. * Ability to convey information accurately and effectively in both written and oral form. * Effective time management skills to handle multiple incident tickets at once. * Able to work technically demanding fast-paced environment. * Able to able to concisely and accurately describe technical details to customers. * Quick decision making when assessing a solution to a problem, that is creating a business or production delays. * Well-developed IT troubleshooting skills and customer service.

Educational Requirements: Level 1 - Associates with limited experience or high school diploma w/ 1 to 4 years experience. Level 2 - Bachelors degree with limited experience or Associates with 2 to 5 years, or high school with 6 to 8 years.