Service Desk Technician

Responsible for supporting the program/project/client to deliver services to meet customer business needs and expectations. Processes intake requests from email or phone, review issues, assign work to appropriate team and resources, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure 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 by documenting the problem and updating the customeru2019s contact information. + Performs initial level of problem identification and attempts to resolve issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate. + Monitors and tracks incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided steps taken using knowledge articles in the 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 of problems/request/issues to responsible party. + Performs follow up on all incidents with customer to provide exceptional customer satisfaction. + Follows the defined process to document and escalate problems with tracking software and database. + Through provided training, maintains knowledge of customer and customer specific business environment. Assists with maintaining customer Service Level requirements. + Through provided training, develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals. + Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism. + Assists in mentoring junior team members and accepts mentoring from senior team members. + Other supporting duties as directed. Minimum Qualifications + Bacheloru2019s Degree in IT, Computer Science or a related field preferred. + 1-3 years of experience of experience on the service desk. Security Requirement + T3/T5 equivalent eligibility. Certifications Requirement + Security+ Preferred but not required: + DevSecOps + Cloud (i.e. Azure, AWS, Google) Other Job Specific Skills + Excellent customer service skills + Excellent communication and interpersonal skills + Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times + Strong problem solving and analytical skills + Technical expertise in: + - Microsoft Windows Operating Systems + - Microsoft Office + - Network Connectivity + - Print Services + - E-Mail and Internet mail + Strong understanding of how PC work and related troubleshooting + Ability and desire to build additional technical skills + Ability to interact effectively with others + Ability to follow instructions to produce desired results + 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 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

Created: 2026-03-09