Tier II Help Desk Technician - Journeyman

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. Provides hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Serves as escalation point for Level 1 and Level 2 troubleshooting.

ASM Research provides services in support of the Military One Source Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or “participants,” which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling;

financial counseling; tax assistance; spouse education and career information; adoption information; child care;
Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic).

Military One Source Tier II Help Desk Technicians provide technical troubleshooting and assistance to Military One Source program users for the program’s cloud computing environment, desktop applications, and cloud-based telephony client, resolving support requests while meeting customer satisfaction and continuous service delivery demands.

• Assists users with logged IT-related incidents when called upon.

• Responsible for taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible, usually by remote diagnosis on the phone or via Internet online support.

• When necessary, elevates issue to the appropriate Tier III resources for cloud computing or cloud-based telephony support.

• Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

• Plans and implements complex changes on production systems.

• Analyzes and assesses the impact and risk of complex risk changes on production systems.

• Resolves escalated Level 1/2 incidents affecting the operation/availability of production systems, through troubleshooting and implementing the most complex fixes.

• Installs, configures, patches and maintains appropriate technologies (e.g. servers/databases/network/ storage/software solutions).

• Performs major upgrades of systems and associated products/software solutions.

• US citizen and fluent English speaker

• Current, active DoD Secret Security Clearance

• Bachelor’s degree and 5 years of experience providing computer/network user support in a help desk environment (additional 4 years of work experience may be considered in lieu of Bachelor’s degree)

• Excellent customer service and communications skills

• Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project).

• Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office
  365 and SharePoint, Microsoft Teams.

• Applies standard methodology, techniques, procedures and criteria.

• Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems.

• Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms…