Technical Support Specialist

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL and have been in business for 31 years and have been servicing different agencies within the Federal sector. Our mission is to deliver high-quality, cost-effective solutions that empower our clients to achieve their goals. At CODEplus, we value teamwork, integrity, and technical excellence, and we pride ourselves on maintaining long-standing partnerships built on trust and results.

CODEplus is currently seeking a Technician Support Specialist to support its operations in Oak Ridge, TN.

Responsibilities:
Knowledge, Skillset, and Abilities (KSAs) –

Minimum Job Requirements:
• Associates degree with limited experience or high school diploma with 1 to 4 years of experience.

Preferred Job Requirements:
• Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor’s degree in related discipline with 1 year of experience
• Experience troubleshooting and supporting hardware and software.
• Knowledge and experience in imaging with SCCM.
• Knowledge and experience with software installations both in person and remotely.
• Ability to convey information accurately and effectively in both written and oral form.
• Effective time management skills to handle multiple incidents and/or tasks at once.
• Experience with ServiceNow incident and task management.
• Able to work technically in a demanding fast-paced environment.
• 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.
• Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving.
• Experience with Office 365 and Exchange Administration
• A+ certified a plus
• CompTIA certified a plus

What You'll Do
• Work as primary point of contact for all LifeCycle laptop/pc replacements meeting strict deadlines
• Actively move all software from current LifeCycle laptops/pcs to respective replacement device
• Ensure customer’s devices are fully functional before resolving tasks.
• 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.
• Install and configure approved software and hardware.
• 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.
• Setup, configure, and troubleshoot desktops and laptops within Y12 Security Complex.
• Strong customer service and interpersonal communication skills.

Education and Related Experience for Each Level
Level 1
Associates degree with limited experience or high school diploma with 1 to 4 years of experience. Requires basic knowledge and familiarity with equipment in area of expertise.

Level 2
Bachelor's degree in a technical field with limited experience or an Associate's degree in a technical field and 2 to 5 years of related experience. Requires general knowledge and understanding in area of expertise and associated equipment, processes or systems.