Help Desk Support Analyst

Knoxville, TN 37921

Posted: 02/18/2025 Job Number: 34909

Job Description


Full-Time Office Project
Knoxville, TN or 50 miles radius
No remote/telework option - not negotiable, candidate must go into office.
US Citizenship Required

Description:

 Help Desk Support Analyst to join the team in the NS&E GBU. The Help Desk Specialist will provide IT call center level support to offices and employees worldwide.

Job Duties:
- Provides first-level troubleshooting of hardware, software and operating system problems,
- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.
- Responds to telephone calls, email, and problem tickets for personnel requests for technical support.
- Tracks and monitors the problem to ensure a timely resolution where required.
- Resolves PC software configuration problems and remotely installs software products and/or approved patches.
- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.
- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.
- Diagnoses, isolates, and analyzes problems utilizing historical database records.
- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
- Escalates unresolved issues to the successive level of support.

Basic Qualifications:
Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree
- 1 or more years of experience in troubleshooting applications or network related issues
- 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
- 1 or more years of experience providing customer service

Additional Qualifications:
- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
- Hands-on experience with Microsoft Windows operating systems
- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
- Excellent and demonstrated communication and customer support skills
- Understanding of client-server and networking principles
- Ability to obtain MCDST or equivalent within 12 months
- Knowledge of ITIL/ITSM concepts

$39-$49/hr.

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Ready to embrace new job opportunities in the vibrant area around Knoxville, Tennessee? Nestled in the eastern part of the Volunteer State, Knoxville offers a unique blend of Southern charm, scenic beauty, and exciting growth prospects for job seekers. From the iconic Sunsphere to the bustling Market Square, this region is brimming with historic landmarks, art galleries, theaters, and delicious Southern cuisine. Home to the beloved University of Tennessee Volunteers, as well as numerous parks and outdoor recreation areas along the Tennessee River, Knoxville provides the perfect backdrop for a fulfilling career and an enriching lifestyle. Explore our job listings now and discover why Knoxville is the perfect place to take your career to the next level!