IT Support Specialist

Full Time Service Desk Analyst

ASM is looking for a Full Time Service Desk Analyst to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, and a desire to "own" customer incidents and requests to resolution. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the service desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding and applying each customer's specific procedures and processes. The candidate can expect to walk callers through web site navigation for financial aid web sites, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning. The Service Desk Analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Provide 100% phone and remote technical support, or chat or through the Incident Management System

Triage and work incoming Service Desk calls, chats, tickets

Support Microsoft, Apple, business and third-party applications

Participate in on call after-hours and weekend support as needed

Support Medical Patient Record, Patient/Provider communications, Identity Access Mgt Software applications

Support Medical Application Provisioning

Support Community Care providers and medical participant organizations

Trouble shoot medical patient records transport errors across the national gateway

Monitor and Support Alerts

Support Navigation of financial aid web site

Ensure tickets are responded to and resolved within Service Level Agreements for each customer

Support Windows operating systems of various versions including Windows 8 and 10

Manage and support Office 365

Create documentation for the Service Desk

Works hours are either 7A-4P or 8A-5P ET.

Minimum Qualifications

Associates Degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science or a related field preferred.

2-5 years of experience in information technology, systems administration or other IT related field.

Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects.

Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools.

Candidate must have experience in being able to gather and convert data into a written narrative.

Other Job Specific Skills

HDI or ITIL certification

Experience with IT Service Management systems like ServiceNow

Experience with Microsoft Dynamics CRM

6 months working knowledge of Active Directory

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, 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.

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. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.