Help Desk Technician in Johnson City, TN at ACT

Date Posted: 10/17/2020

Job Snapshot

Job Description

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Help Desk Tech Responsibilities:

  • Monitor VRU's and IVR's on an hourly basis
  • Update remote users with corporate antivirus software and any other software updates when applicable
  • Create, troubleshoot and resolve work orders
  • Troubleshoot user issues
  • Monitor Track IT ticketing system
  • Answer Help Desk line
  • Follow up on work orders with requestors
  • Follow up with IT staff on work orders that are overdue or close to being overdue to ensure prompt resolution
  • Check resolutions on closed work orders daily
  • Produce weekly reports as needed
  • Update critical documentation in a timely manner
  • Administer VPN dual authentication tool
  • Perform tasks within SLAs

Prod Support Responsibilities:

•        Load dialers

•        Run, verify and log information

•        Process scripts in ABAT, Linux andOracle PL/SQL

•        Work closely with operations toensure data is available

•        Complete back-end processing tasksnecessary to maintain information systems

Qualifications and Experience:

  • Strong verbal and written communication skills are required
  • Strong troubleshooting skills
  • Must be detail oriented, well organized and self-motivated
  • Ability to work with all levels of management
  • Must be able to effectively work independently and in team environments.
  • Ability to work in a fast paced environment and manage time efficiently between multiple priorities.
  • Advanced skills in Microsoft Office
  • Active Directory
  • Outlook
  • Familiar with Windows 7 and 8 environments.

•        Excel

•        Putty

•        WinSCP or another FTP application

•        Experience coding in PLSQL preferred, butrecent experience with other coding languages acceptable

•        ABAT

•        FTP/SFTP

•        Precision in following procedural documentation

•        A sense of caution when running importantprocesses

Job Type: Full-time

                   Mon-Tue: 8A-5P

                   Fri-Sun:    8A-5P

                   On call as needed

Training hours:6AM-3PM M-F



  • Prior Help Desk or IT experience


Some college or technical school education

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ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.


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