GEM Technologies, Inc. (GEM) is seeking an IT Help Desk Specialist to join our team. This position is full-time and will serve the Y-12 National Security Complex in Oak Ridge, TN.

• Associate's Degree and 2 years of relevant experience.
• 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.
• Experience with ServiceNow incident management.
• Able to work technically 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.

• 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.
• Schedule and set up conference room equipment including audio visual teleconferencing and Skype.
• Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.
• Strong customer service and interpersonal communication skills.

• To be considered, you must be able to obtain and maintain a government issued clearance, if needed.
• Due to the nature of the work, a U.S. Citizenship is required.

• Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment, preferred.
• A certified, preferred.

The NNSA's Y-12 National Security Complex, in Oak Ridge, Tennessee, is the nation’s only source of enriched uranium nuclear weapon components and provides enriched uranium for the U.S. Navy as well as excels in materials science, precision manufacturing, and stores enriched uranium. Y-12 supports efforts to reduce nuclear proliferation risk and performs work for other government agencies (energy.gov).

GEM Technologies, Inc. (GEM) is an award-winning federal contractor with more than 29 years of experience providing environmental, construction, facility management, and technical services to federal agencies, state and local governments, and commercial organizations. Founded in 1994 as a nuclear engineering firm to support federal operations in East Tennessee, GEM has since expanded into a nationwide, multi-disciplinary provider with over 270 employees and a diverse portfolio of contracts in the environmental, nuclear, and defense sectors.

At the core of our operations is our guiding philosophy: our partnership, your success. We believe in the power of collaboration and recognize that good partnerships are the building blocks to success. We partner with our clients to solve complex problems, exceed expectations, and advance critical missions. We partner with our communities to promote well-being by investing in local schools and non-profit organizations. We partner with our employees and remain committed to managing a cohesive workforce and cultivating a supportive workplace.

BENEFITS: To recruit and retain our exceptional staff, we offer the opportunity to elect benefit packages that best suit our employee’s needs; this includes, but is not limited to, a highly competitive Salary, Medical, Dental and Vision Insurance (including HSA & PPO options), Paid Time Off (PTO), Paid Holidays, Life Insurance, and a matching 401(k) Retirement Plan.

COMPENSATION: GEM does not publish salary ranges on external job boards; all ranges listed are estimates made by vendors and not actual salary ranges. GEM’s offered compensation is dependent on candidates’ education, qualifications, and relevant years of experience.