Johnson Service Group (JSG) is recruiting for a Help Desk Support Analyst for a 12-month contract assignment in Knoxville, Tennessee. This role will provide Tier 1 IT Call Center support to offices and employees around the world.

- Due to the requirements of federal government contracts, candidates must be U.S. citizens. 
- This is an on-site role in Knoxville, Tennessee. No remote work. 
- Our client is targeting $38.00 - $45.00/hour for this role.

Job Duties:
- Provides first-level troubleshooting of hardware, software and operating system problems.
- Documents users' 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:
- Minimum of a bachelor’s degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline; OR, in lieu of a degree, a minimum of 6 years of relevant experience.
- 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

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 35 years of experience investing in people and companies.
 
Please submit your resume if you would like to be considered for this role.
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 **Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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