Service Desk Agent

The individual will perform hourly data ingests and respond to Tier 1 and 2 tickets onsite in support of a live, production technology. The role involves 8 hour shifts at the client site in Falls Church, VA. The shifts are 3pm -11pm.

• Manages manual data ingests occurring on average once every 30 minute

• Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information.

• Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.

• Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.

• Performs incident notification and escalation of problems/request/issues to responsible party.

• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.

• Follows defined process to document problems within tracking software and database.

• Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.

• Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.

• Other supporting duties, as directed.

• Willingness to work overtime and varying hours as required.

Minimum Qualifications

• AS or BS degree in computerinformation systems or related field.

• 2-5 years of applicable work experience

• Must have an active Secret security clearance

• Must have an active or be able to obtain Security+ Certification

• Must be a U.S. citizen

• Must work on client-site in Fall Church, VA

• Industry certifications. (A+, Network+, Microsoft, Apple, Linux, Cisco, ITIL, DoD)

• Knowledge of Amazon Web Services (AWS)

Other Job Specific Skills

• Excellent customer service skills

• Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times

• Excellent communication and interpersonal skills

• Good problem solving and analytical skills

• Proven analytical and problem-solving abilities

• Ability to work well within a team

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.

24.09 - 43.27/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.