Tier 3 Support

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware / software support at the operating system-level across pre-defined server and network areas. Responsible for Level 1 basic level troubleshooting.

Job Responsibilities

Implements routine changes on production systems.

Supports the integration of new technologies into existing infrastructure.

Resolves Level 3 incidents affecting the operation / availability of production systems, through troubleshooting and implementing known fixes.

Deploys standard repeatable build outs.

Patches and maintains appropriate technologies (e.g., servers / databases / network / storage / software solutions).

Supports routine backup strategies and disaster recovery tests.

Reviews system performance indicators and raises issues to more senior level team members.

Assists with monitoring vendors' release notes and plan necessary upgrades and patches as required.

Assists with creating and reviewing technical system recovery plans.

Reviews the problem management register and identifies actions.

Maintains third-party tools.

Makes proactive suggestions for service improvements.

Participates as a member of a team that handles inquiries from users for multiple applications. Assesses the customers’ issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete

Minimum Qualifications

US Citizenship

HS Diploma or GED; bachelor’s degree preferred (ideal areas : Information Technology, Computer Science, or a related field) or equivalent relevant experience

Must hold an active Secret Clearance.

3-5 years of experience in information technology, systems administration or other IT related field.

Good oral and written communications skills.

Other Job Specific Skills

PeopleSoft Development experience and SQL experience required.

Applies standard methodology, techniques, procedures, and criteria.

Ability to troubleshoot and resolve basic / routine 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.

Strong customer service skills.

Experience with Salesforce a plus

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.

$55k - $90k

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.