ASM Research
Mid-Level Help Desk Agent
ASM Research, Alexandria, Virginia, us, 22350
Job Description
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.
Responsibilities
Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)Provide customer onboarding and offboarding.Provide account management support.Process all IT SM tickets to completion.Provide 24/7 Tier 1 support for all environments and networks supporting end users.Route tickets to the appropriate sustainment teams for Tier 2 / 3 supportPerform data-driven analysis of IT SM tickets (e.g. mean time to resolution)Assist Cyber Operations with continuous monitoring activities.Participate in training, testing, and exercises related to incident response and contingency planning.Required Qualifications
Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.Bachelor’s degree in an area related to the labor category with at least 5 years’ experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree.Other Job Specific Skills
Excellent customer service skillsExcellent communication and interpersonal skillsUsing a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all timesStrong problem solving and analytical skillsTechnical expertise in:- Microsoft Windows Operating Systems- Microsoft Office- Network Connectivity- Print Services- E-Mail and Internet mailStrong understanding of how PC work and related troubleshootingAbility and desire to build additional technical skillsAbility to interact effectively with othersAbility to follow instructions to produce desired resultsAptitude to multi-task workloadsAbility to remain calm and courteous in periods of stressAbility to work with broad range of experience levelsStrong administrative and organizational skillsWillingness to work overtime and varying hours as required
Disclaimers
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. (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.
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.
Responsibilities
Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)Provide customer onboarding and offboarding.Provide account management support.Process all IT SM tickets to completion.Provide 24/7 Tier 1 support for all environments and networks supporting end users.Route tickets to the appropriate sustainment teams for Tier 2 / 3 supportPerform data-driven analysis of IT SM tickets (e.g. mean time to resolution)Assist Cyber Operations with continuous monitoring activities.Participate in training, testing, and exercises related to incident response and contingency planning.Required Qualifications
Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.Bachelor’s degree in an area related to the labor category with at least 5 years’ experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree.Other Job Specific Skills
Excellent customer service skillsExcellent communication and interpersonal skillsUsing a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all timesStrong problem solving and analytical skillsTechnical expertise in:- Microsoft Windows Operating Systems- Microsoft Office- Network Connectivity- Print Services- E-Mail and Internet mailStrong understanding of how PC work and related troubleshootingAbility and desire to build additional technical skillsAbility to interact effectively with othersAbility to follow instructions to produce desired resultsAptitude to multi-task workloadsAbility to remain calm and courteous in periods of stressAbility to work with broad range of experience levelsStrong administrative and organizational skillsWillingness to work overtime and varying hours as required
Disclaimers
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. (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.