Tier II Help Desk Technician - Journeyman

ASM Research Tier II Help Desk Technician

Provides ongoing technical support and maintenance of production and development systems and software products. Provides hardware/software support and implements technology at the operating system-level across all server and network areas. Serves as escalation point for Level 1 and Level 2 troubleshooting.

ASM Research provides services in support of the Military OneSource Program for military members and their families. This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail.

Military OneSource Tier II Help Desk Technicians provide technical troubleshooting and assistance to Military OneSource program users for the program's cloud computing environment, desktop applications, and cloud-based telephony client.

Job Responsibilities

Assists users with logged IT-related incidents when called upon. Responsible for taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible, usually by remote diagnosis on the phone or via Internet online support. When necessary, elevates issue to the appropriate Tier III resources for cloud computing or cloud-based telephony support. Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. Installs, configures, patches and maintains appropriate technologies. Analyzes system performance indicators and recommends improvement actions.

Minimum Qualifications

US citizen and fluent English speaker. Current, active DoD Secret Security Clearance. Bachelor's degree and 5 years of experience providing computer/network user support in a help desk environment (additional 4 years of work experience may be considered in lieu of Bachelor's degree). Excellent customer service and communications skills. Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project).

Other Job Specific Skills

Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams. Applies standard methodology, techniques, procedures and criteria. Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems. Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees. Exceptional customer service skills. Experience with cloud infrastructure, digital workspace, and storage technology. Understanding of ITIL Foundation + AWS Cloud Practitioner + CompTIA A+ CompTIA Cloud.

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.

The physical requirements described 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.