IT Support Specialist I

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology services firm is seeking a candidate for a technical support role responsible for maintaining systems and providing Level 1 troubleshooting. The ideal applicant has 0-2 years of experience in information technology and effective communication skills. Familiarity with Microsoft products and customer service is essential. This role offers opportunities for growth in a dynamic environment.

Qualifications

• HS Diploma or GED; Bachelor’s Degree in IT or related field preferred or equivalent experience.
• 0-2 years of experience in IT, systems administration or related fields.
• Knowledge of Microsoft Operating Systems like Windows, Windows Servers, Office365, SharePoint, and Teams.
• Ability to troubleshoot and resolve basic system problems.
• Strong customer service skills.

Responsibilities

• Implement routine changes on production systems.
• Resolve Level 1 incidents affecting production systems.
• Support the patching and maintenance of technologies.
• Assist with monitoring vendor release notes.
• Review system performance indicators.

Job description

Overview

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.

Responsibilities

• Implements routine changes on production systems per direction and guidance from Administrators.
• Supports the integration of new technologies into existing infrastructure.
• Resolves Level 1 incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes.
• Deploys standard repeatable build outs.
• Supports the patching and maintenance of 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 contributes to the implementation of necessary upgrades and patches as required.
• Maintains third-party tools.
• May make proactive suggestions for service improvements.

Minimum Qualifications

• HS Diploma or GED; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred or equivalent relevant experience.
• 0-2 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

• Knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams.
• 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 cloud infrastructure, digital workspace, and storage technology a plus.

Compensation

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.