Responsible for supporting the program/project/client to ensure Infrastructure Services are delivered to meet customer business needs and expectations. Receives and responds to technical/specialized customer problems, issues, requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customers’ incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
- Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
- Receives and logs customer problem/request/issues and ensures proper documentation as it relates to specialized field which may include Network Security, incident management, or similar technical related issues.
- Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts senior team member to assist.
- Monitors and tracks incidents in area of specialty to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in 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 to ensure problems/request/issues are communicated effectively and receiving proper management attention.
- Performs follow up on all incidents with customer to ensure customer satisfaction.
- Maintains knowledge of the problem tracking software and database.
- Maintains knowledge of customer and customer specific business environment. Maintains an understanding of customer Service Level Agreements.
- Develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
- Participates in operational readiness testing for new business transition activities as required.
- Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
Minimum Qualifications
- High School Diploma or GED.
- 2-5 years of applicable work experience
- 1-3 years ITIL experience
Other Job Specific Skills
- Works independently with general supervision and maintains a high-degree of professional conduct at all times
- Excellent communication and interpersonal skills
- Excellent customer service skills
- Strong problem solving and analytical skills
- Technical expertise in:
- Microsoft Windows Operating Systems
- Microsoft Office
- Network Connectivity
- Print Services
- E-Mail and Internet mail
- Ability to interact effectively with others
- Aptitude to multi-task workloads
- Ability to remain calm and courteous in periods of stress
- Ability to work with broad range of experience levels
- Strong administrative and organizational skills
- Willingness to work overtime and varying hours as required
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.
