Overview: Responsibilities:

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
• Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution.
• Maintain and troubleshoot business line applications which could include remote installation or redeployment of software.
• Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc.
• Provide technical support over the phone and/or via email.
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when/if possible.
• Meet customer needs and ensure customer satisfaction.
• Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation.
• Escalate process and policy issues as needed.

Qualifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must be able to pass federal background investigation and obtain a Public Trust.
• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.
• One (1) or more years of information technology experience.
• Flexible shift availability. The hours of operation will be Monday to Friday – 7:30AM – 7:00PM; Saturday: 7:30AM – 4:00PM; Shifts will likely be scheduled eight (8) hours a day, five (5) days a week.
• Technical experience with current network hardware, protocols, and standards.
• Application support experience.
• Knowledge of applicable data privacy practices and laws.
• Excellent troubleshooting skills.
• Proficiency in Word, Excel, Outlook, database management.
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities.
• Experience working in a team-oriented, collaborative environment.
• Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List.

Pay Transparency Statement: AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $18.50/Hr. - USD $20/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement: EEO Race/Sex/Disability Status/Veteran Status