Job Description

The Tier 1 Agent provides entry-level classified technical support for enterprise storage and systems environments within Federal and Defense programs. This role supports a growing service desk operation and is responsible for customer-facing incident handling, storage administration support, backup and recovery activities, and ITSM-based case management. The position is designed for an early-career professional who can operate effectively in a structured environment while supporting mission-critical technical operations.

Key Responsibilities

• Provide high-quality enterprise-level classified technical support to customers in accordance with established service level agreements.
• Serve as a customer-facing support resource by responding to incidents, providing timely status updates, and documenting troubleshooting and resolution details in the ITSM platform.
• Support the organization’s storage environment through capacity planning, allocation, monitoring, and optimization activities.
• Assist with planning, configuring, troubleshooting, and implementing storage hardware, software, and related operational procedures.
• Maintain efficient and reliable backup and recovery processes to support data protection and operational continuity.
• Troubleshoot operating systems, storage systems, SAN environments, and backup solutions, escalating issues as needed.
• Generate routine reports on storage usage, system status, and support activity.
• Maintain current and accurate documentation of infrastructure configurations, support procedures, troubleshooting steps, and case outcomes.
• Coordinate with internal support teams and third-party vendors to help drive timely issue resolution.

Required Qualifications

• High school diploma or equivalent required.
• 0 to 2 years of relevant experience in technical support, systems administration, storage operations, or enterprise IT support.
• Meet DoDM 8410 with a minimum of CompTIA Security+ certification required.
• Foundational knowledge of operating systems, storage systems, Storage Area Networks (SAN), and backup and recovery solutions.
• Experience using IT Service Management (ITSM) tools for case tracking, incident documentation, and workflow management.
• Ability to work in a closely managed support role handling tasks of limited complexity.
• Active Secret security clearance required.
• S. Citizenship required.

Preferred Qualifications

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting classified, federal, or Department of Defense technical environments.
• Familiarity with enterprise support models and customer-facing technical operations.
• Exposure to storage performance monitoring, backup administration, or infrastructure troubleshooting in a production environment.
• Strong written and verbal communication skills with the ability to document technical issues clearly and communicate effectively with customers and stakeholders.
• Incident and problem management experience

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Compensation Range

$20.48 - $25.48