Technical Support Specialist

Technical Support Specialist

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Founded in 1999 in the beautiful Smoky Mountains of East Tennessee, Cadre5 provides innovative technical solutions to our customers locally and nationally. Our Cadre5 Lab Partners division has partnered with Y-12 National Security Complex to recruit a qualified Technical Support Specialist. The Y‑12 National Security Complex is a premier manufacturing facility dedicated to making our nation and the world a safer place and plays a vital role in the Department of Energy’s Nuclear Security Enterprise. Y‑12 helps ensure a safe and effective U.S. nuclear weapons deterrent. Y‑12 has evolved to become the complex the nation looks to for support in protecting America's future, developing innovative solutions in manufacturing technologies, prototyping, safeguards and security, technical computing and environmental stewardship.

This is a full-time, permanent position that requires on-site work.

Why Cadre5? ===============

• Working with highly talented team members
• 3 weeks’ vacation
• Excellent medical insurance, including employer-paid benefits

Job Responsibilities

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• Deliver exceptional customer service at the IS&S Walk-Up desk assisting employees and subcontractors with troubleshooting, account-related issues, encryption and deployment of Government Furnished Equipment (GFE).
• 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 technic...