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Supports one or more software applications developed and operated by ASM Research. Participates as a member of a team that handles inquiries from users for multiple applications. Performs a variety of intermediate user-problem analyses for the help desk. Assesses the customers’ issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

+ Review, analyze, respond to assigned Tier1 tickets and ensure timely response, turnaround and resolution to adhere to Help Desk SLA metrics.

+ Works with end users, stakeholders and O&M Team on a daily basis.

+ Works on and supports Help Desk Task Force meetings.

+ Task Review within the Jira tracking tool.

+ Attends the weekly Brown Bag Internal Sessions.

+ Intimate with the defect backlog via the Jira collaboration tool to track and address areas for quality improvements and procedures, production issues, change requests, and administrative issues.

+ Provide technical information or solutions to problems that first-level support is unable to provide.

+ 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

+ Associate’s degree or two (2) years’ experience working in a Help Desk environment is required

+ 1-3 years of customer service experience. Prefer 1-3 years as a Customer Service Representative or Help Desk operator.

Other Job Specific Skills

+ Ability to think independently and act as the SME when fellow team members need support with troubleshooting.

+ Must have strong interpersonal and communications skills.

+ Must be confident in ability to control phone conversations and guide customers.

+ Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.

+ Strong presentation, telephone and writing skills.

+ Ability to work in a team-oriented environment.

+ Ability to learn new computer applications and to continually learn changes to those computer applications.

+ Excellent ability to multi-task.

+ Must be flexible and dependable.

+ Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.

+ Knowledge of ITIL framework and processes preferred.

+ Prior military experience or knowledge is helpful but not required.

+ Prior experience with Federal Government Civilian workforce is a plus.

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.

$34.62/ hr

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.