Technical Support Specialist

Boston Government Services (BGS) is seeking a Technical Support Specialist to support our clients at the Y12 National Security Complex in Oak Ridge, Tennessee.

BGS is an engineering, technology, and security firm helping to advance missions of national importance for government programs, national laboratories, national security facilities, nuclear operations, and complex projects. We support clients at every stage, from strategic planning and program management to the execution of engineering and technical activities. We work to attract and retain the best talent because the best talent delivers the best results for our clients. Our capabilities are based on our experience in complex, secure, and highly regulated environments. We leverage our experience and capabilities to provide mission-driven solutions tuned to our client's mission needs and strategic direction.

We are passionate about our culture! At BGS, we hire people who will bring their whole self to work each day because we value operating with openness and inclusivity, welcoming and respecting all. BGS cares for each employee's well-being by offering a comprehensive benefit package and providing a culture of exciting work, excellence, and fun.

If you align with BGS' company values and culture, we would love for you to explore opportunities to join our growing team by checking out the job description below!

Where You'll Work:

The Y12 National Security Complex located in Oak Ridge, TN, plays a vital role in the U.S. Department of Energy's Nuclear Security Enterprise. Y-12 provides manufacturing, technical, and scientific expertise to produce components, subassemblies, and quality evaluations to sustain a U.S. nuclear deterrent; reduce the threat from weapons of mass destruction; supply nuclear material to the Naval Reactors Program; and provide solutions to other emerging national security challenges. Y-12 has developed state-of-the-art capabilities in three core areas: nuclear technology and materials, security and consequence management, and manufacturing and technical services. Y-12 lends its specialized expertise to other federal agencies, such as the U.S. Departments of Defense and Homeland Security, state and local governments, and private-sector companies. Projects at Y-12 include providing protective equipment to soldiers in combat, training National Guard units for radiological emergencies, and creating machining platforms that improve production and efficiency.

Learn more about Y12 visit: https://www.y12.doe.gov/

Responsibilities:

• 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.
• Other duties as assigned.

Requirements:

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

• Bachelors degree in a technical field with limited experience or Associates 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.
• 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.
• Must be a U.S. citizen.
• Successful drug screening.
• Must be eligible to obtain and maintain a security or clearance badge.

Location/Work Arrangement:

• This position is a fully onsite position at the Y12 National Security Complex in Oak Ridge, Tennessee.

Benefits:

BGS offers a competitive total compensation package to eligible employees. Benefits include Health, Dental, Vision, Life Insurance, Paid Vacation, 401K, Long and Short-Term Disability.

EEO:

BGS is an Equal Opportunity/Affirmative Action employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Exclusive Agreement Disclaimer:

BGS has standing contracts with federal agencies throughout the United States. We require an affirmative exclusive agreement to represent all candidates to our clients. By submitting this application, you are consenting to allow BGS to represent you as a candidate for the role in which you are applying.