Technical Support Specialist

Responsibilities

• Act as primary point of contact for LifeCycle laptop and PC replacements
• Migrate software from current devices to replacement hardware
• Provide technical resolutions via phone, email, chat, remote connection, or in person
• Escalate unresolved queries to higher levels of support
• Document work notes and updates using service management tools
• Install and configure approved software and hardware
• Troubleshoot software, hardware, and connectivity issues
• Setup and configure desktops and laptops within the Y12 Security Complex
• Coach end users on equipment and tool usage

Requirements

• Associate degree with experience or High School diploma with 1-4 years of experience
• U.S. Citizenship required
• Ability to obtain and maintain a government security clearance
• Experience troubleshooting hardware and software
• Knowledge of imaging with SCCM
• Experience with software installations (remote and in-person)
• Experience with ServiceNow incident and task management
• Experience with Active Directory (account management)
• Experience with Office 365 and Exchange Administration

Preferred Qualifications

• Associate degree in a related discipline with 2-5 years of experience
• Bachelor’s degree in a related discipline with 1 year of experience
• A+ certification
• CompTIA certification

About the Company

GEM Technologies, Inc. (GEM) is an award-winning federal contractor with over 30 years of experience providing environmental, construction, facility management, and technical services to federal agencies and commercial organizations.