AVYON Consulting Group Inc is seeking several Tier 0, 1, 2 IT Service Desk Technician to support the Federal Aviation Administration. Positions are located in both Cookeville, TN, and Oakridge.

Job Description: Under close supervision, assists customers experiencing problems with IT resources, or requesting new services. Receive user requests for support by phone, email, voicemail, instant messaging. Using the ITSM toolset, enter ticket; attempt to resolve the issue via remote desktop control. Documents all actions are taken, and escalates tickets to higher-level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs).Monitors assigned queues, voicemail, website and other incoming communication methods.