Job Title: Technical Support Specialist (NWS CS0003)

North Wind Services is actively seeking individuals who can contribute to national security within the science, technology, and engineering fields as part of our supplemental labor team at vital federal research and development installations supporting the federal government. NWS has an established history of contributing to the success of their customer's mission. Available employment opportunities may range from administrative and logistical support to advanced technical positions.

Qualified applicants must be a US citizen, at least 18 years of age, and able to meet pre-employment requirements including any required physicals, drug screen, and/or background investigation to satisfy clearance requirements.

Successful candidates will be employees of NWS, a premier government contractor charged with employing highly motivated and well-qualified personnel who can advance the missions of Pantex and Y-12. Though employed by NWS, the employee will take day-to-day direction from technical personnel employed directly by the research laboratories. Pay, benefits, Human Resource, and Employment Management functions are provided by NWS.

North Wind Services has an opening in Oak Ridge, TN for a Technical Support Specialist to troubleshoot and resolve audio-visual and telecommunication software, hardware, or connectivity problems by utilizing technical knowledge. The successful candidate will work on site to directly work with customers via phone, email, or chat sessions. The successful candidate will have strong customer service skills and will be able to provide resolutions to customer issues and requests.

Essential Duties

• 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 and 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 or request through to resolutions.

• Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impacts 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 Skills, Knowledge, and Abilities

• 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.

  • Ability to work technically demanding fast-paced environment.

  • Ability to describe technical details concisely and accurately 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 skills.

Special Requirements

Pre-Placement Medical Exam: A job-related pre-placement medical examination may be required.

Pre-employment drug test: External applicant(s) selected for this position will be required to pass a post offer, pre-employment drug test.

North Wind offers a competitive pay and benefits package to include health, life, and disability insurance benefits, 401(k) with company match, generous paid leave, and tuition reimbursement for eligible employees. As a company, we are committed to employee wellness, professional development, and work-life balance. We value safety, reliability, and commitment to our people! For more information about our benefits or hiring philosophy, visit the North Wind Career Opportunities Page.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The nature of those accommodations will be determined on a case-by-case basis. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact our Helpline 1-208-528-8714 for assistance.

North Wind is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.