Job Description

Supports one or more software applications developed and operated by ASM Research. Participates as a member of a team that handles inquiries from users for multiple applications. Performs a variety of intermediate user-problem analyses for the help desk. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

• Performs a variety of intermediate user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
• Collects screenshots and other data for use in troubleshooting, then act as a liaison between the client and program developers.
• Performs initial problem analysis of a multitude of applications and modules and triages to technical staff when appropriate. Has in-depth practical knowledge of software applications that the help desk supports.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
• Responsible for knowing when to escalate an incident, resolves intermediate questions to problems associated with account administration, system navigation/functionality, access and FAQs.
• Compiles and regularly maintains a log of Frequently Asked Questions (FAQ) originating with all categories of users. Provides and manages official answers to all FAQs and distributes same to all interested stakeholders.
• Contributes to the preparation of procedure manuals and documentation for help desk use.
• Conducts periodic user satisfaction surveys and tracks user problem trends.
• Makes recommendations for improvements to help desk and creates reports based on information provided from user surveys and trend analyses.

Minimum Qualifications

• HS Diploma
• 1-3 years of customer service experience. Prefer 1-3 years as a Customer Service Representative or Help Desk operator.

Other Job Specific Skills

• Strong knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential.
• Must have strong interpersonal and communications skills.
• Must be confident in ability to control phone conversations and guide customers.
• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
• Strong presentation, telephone and writing skills.
• Ability to work in a team-oriented environment.
• Ability to learn new computer applications and to continually learn changes to those computer applications.
• Excellent ability to multi-task.
• Must be flexible and dependable.
• Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
• Knowledge of ITIL framework and processes preferred.
• Prior military experience or knowledge is helpful but not required.
• Prior experience with Federal Government Civilian workforce is a plus.

Disclaimers

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.