Raytek Federal Corporation · 17 hours ago
Technical Support Specialist
Oak Ridge, TN
Full-time
Onsite
Entry, Mid Level
1+ years expRayTek Federal Corporation is seeking Technical Support Specialists to provide front-line technical assistance to federal clients in Oak Ridge, TN. The role involves diagnosing, troubleshooting, and resolving technical issues related to hardware, software, and audiovisual systems while delivering high-quality customer service.
Information Technology & Services
No H1B
U.S. Citizen Only
Responsibilities
Schedule, configure, and support conference room audiovisual and teleconferencing equipment
Coordinate and manage video teleconference meetings across multiple rooms and environments
Complete required documentation to open and close classified conference rooms, maintaining security and operational integrity
Provide technical support to customers via phone, email, chat, remote connection, and in-person interaction
Diagnose and resolve hardware, software, and connectivity issues using technical knowledge, research, vendor resources, and experience
Apply technical expertise, product knowledge, and problem-solving skills to resolve customer-reported issues efficiently
Escalate unresolved incidents to the appropriate next level of technical support when necessary
Utilize service management/ticketing systems to document work notes, updates, and resolutions
Follow through on incidents and service requests to ensure timely and complete resolution
Maintain working knowledge of organizational software, hardware, policies, and procedures impacting the end-user environment, including IT, HR, finance, cybersecurity, and technical security
Coach and guide end users on proper use of tools, systems, and equipment
Support emergent technical issues and evolving technology environments, adapting quickly to new systems and upgrades
Qualification
Required
US citizenship is a strict requirement
You must meet one of the following Education and Experience requirements: Associates degree with limited experience, High School Diploma with 1-4 years of experience, Bachelors Degree in a technical field with limited experience, Associates degree in a technical field and 2-5 years of related experience
Demonstrated experience providing technical support for client-level hardware and software in an enterprise environment
Strong customer service, interpersonal communication, and problem-solving skills
Ability to troubleshoot Automated Information Systems (AIS) hardware and software
Knowledge of videoconferencing systems, telecommunications, mobile devices, and audiovisual equipment
Effective time management with the ability to manage multiple incident tickets simultaneously
Ability to communicate technical information clearly and concisely in both written and verbal formats
Proven capability to make quick, sound technical decisions that minimize operational or business disruption
Ability to work in a technically demanding, fast-paced environment
Well-developed IT troubleshooting methodology and structured diagnostic approach
Experience working with service management or help desk ticketing tools
Familiarity with enterprise security, cybersecurity, and technical security practices affecting user environments
Ability to adapt quickly to new technologies, equipment upgrades, and changing operational needs
Competency in the following areas: Customer Focus & Service Excellence, Technical Troubleshooting & Root-Cause Analysis, Communication & Documentation, Incident Management & Escalation, Time Management & Multitasking, Adaptability in Dynamic Technical Environments
Benefits
UnitedHealthcare PPO with 100% preventive care
24/7 telemedicine & behavioral health access
Dental PPO ($1,500 max) & Vision plan ($10 exams, $150 frame allowance)
Exercise reimbursement up to $360 per year
Employer HSA match up to $1,200 (individual) or $2,400 (family) annually
401(k) plan with immediate eligibility and 100% vesting
Employer 401(k) match up to 4% after 1 year
Company-paid Life & AD&D (up to $100,000)
Short-Term Disability: 60% pay / $1,000 weekly
Long-Term Disability: up to $8,000 monthly
Tuition reimbursement: up to $5,000/year
Technology reimbursement: $500 after 1st year and every 3 years thereafter
11 paid federal holidays (may vary by program)
PTO accrual from day one
Remote flexibility for eligible positions
Day-one eligibility for all benefits
Dependent coverage up to age 26
Employee Assistance Program (EAP) – confidential counseling, legal, and financial support
Travel Assistance Program – emergency medical, evacuation, and global support
Referral, commendation, and milestone service bonuses
Company
Raytek Federal Corporation
RayTek Federal Corporation is an SBA certified Woman Owned Small Business (WOSB) that provides IT and Professional services to the Federal and Commercial market.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Kaitlyn Yockman
Owner & Chief Executive Officer
Company data provided by crunchbase