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Service Desk Agent

Date: Sep 9, 2021

Location: Oak Ridge, TN, US, 37830

Company: Oak Ridge National Laboratory

Requisition Id 6526 

The Systems Management (SM) Group, within the Nuclear Nonproliferation Division (NND), National Security Sciences Directorate at the Oak Ridge National Laboratory, seeks to hire a Service Desk Agent to join its team. NND is a world-class leader in the development and deployment of technology for nuclear security.  Partnering with subject matter experts, NND’s SM Group solves complex problems through managing, testing, hosting, and supporting software solutions in the areas of mission management, data collection, materials tracking, and analytical tools.


The National Security Sciences Directorate conducts research and development to confront some of the nation’s most difficult security challenges and adversaries.  Our directorate houses S&T leadership in cybersecurity and cyber-physical resiliency, data analytics, geospatial science and technology, nuclear nonproliferation, and high-performance computing for sensitive national security missions. We draw on the Laboratory’s exceptional facilities and work closely with leading researchers in other areas at the lab such as nuclear and chemical sciences and engineering, applied materials, advanced manufacturing, biosecurity, transportation, and computing.  Our multi-disciplinary research teams are passionate about discovery and innovation as we create science-based solutions to complex security threats that put public safety, national defense, energy infrastructure, and the economy at risk.


Our commitment to diversity:  As we strive to become the world’s premier research institution in the sciences and technologies that underpin critical national security missions, we are committed to creating an inclusive environment that highly values a diverse workforce.  We recognize that a breadth of perspectives, insights, and experiences are necessary to drive the level of innovation and discovery that is mission-critical to national security sciences.  Our commitment extends beyond our workforce to the next generation of researchers with STEM education outreach that seeks to engage a diverse range of students.


Main job responsibilities for the position include:

  • Fully participating as an Agent on a small Service Desk team managed by a Service Desk Lead
  • Answer Service Desk calls
  • Create tickets in the Service Desk ticketing systems from phone calls and emails the Service Desk receives
  • Troubleshoot and resolve technical issues with custom-developed software applications and/or with users accessing those applications.
  • Create Knowledge Base Articles for Service Desk agent use
  • Manage their own ticket queue in the Service Desk ticketing system (i.e., ensure tickets are not languishing)
  • Return user calls/emails to ensure resolution of incidents/request
  • Create good working relationships amongst Service Desk Agents to ensure smooth flow of work
  • Availability to work within the Service Desk hours of Monday-Friday, 8:00-4:30 EST.


Basic Requirements

  • A.S. or above in a computer-related discipline.
  • Minimum 5 years of IT-related support in a service desk environment including multi-line phones and use of a ticketing system.
  • A thorough understanding of desktop operating systems and apple (MS and Apple) and experience installing software.
  • Experience supporting web applications.
  • Proficient writing skills.
  • Ability to work well under pressure, maintain composure during stressful situations, and exercise good judgment when faced with complex decisions.
  • Ability to handle shifting and multiple priorities and demonstrate effective time management and organizational skills.


Preferred Qualifications

  • Experience with system administration, RSA administration, MS SharePoint, and industry-standard database reporting tools.
  • Understanding of network protocols and technologies.
  • Experience with CAC/HSPD-12 authentication.
  • Experience handling sensitive data.
  • ITIL and/or HDI experience/training.


Special Requirement:

This position requires the ability to obtain and maintain a clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.



This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.

We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

If you have trouble applying for a position, please email

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply.  UT-Battelle is an E-Verify employer.

Nearest Major Market: Knoxville