Job Description

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

• Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
• Applications requiring support include Analytic Business Intelligence tools and Customer Relation Management (CRM) tools, like Pega.
• Works with end-users, stakeholders, and the O&M team daily via phone, email, or chat.
• Attends and supports both internal and external meetings that require the ability to communicate orally and in writing.
• Provide first line of support, performing initial incident management and triage.
• Occasionally this individual will be required to support testing efforts for large-scale enhancements which are impactful to the applications they support.
• May use FAQ tools and/or knowledge bases to resolve user requests.
• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

Minimum Qualifications

• Associates Degree or two (2) years experience working in Help Desk environment is required
• Minimum of 1 year experience required.

Other Job Specific Skills

• Individuals with SQL skills are preferred.
• Familiar with issue tracking systems, like Jira, to track tickets and tasks.
• Ability to work multiple tickets at one time and adhere to ticket assignment deadlines.
• Exceptional customer service skills.

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.