Associates Degree or equivalent relevant experience; Bachelor’s preferred in IT, Computer Science, or related field
5-8 years of experience in IT, systems administration, or related fields
Strong knowledge of Microsoft Operating Systems and products
Ability to analyze and resolve complex hardware/software/networking problems
Exceptional customer service skills
Experience with cloud infrastructure and digital workspace technologies
Responsibilities
Provide ongoing technical support for production and development systems both remotely and onsite
Plan and implement complex changes on production systems
Analyze the impact and risk of changes on production systems
Resolve escalated Level 1/2 incidents impacting production system availability
Conduct trend analysis for proactive issue identification
Deploy complex system build outs and lead backup strategies
Create and review technical recovery plans and coach less experienced staff
Benefits
Access to ongoing training and professional development
Inclusive workplace culture encouraging new ideas and creativity
Opportunity to advance within a supportive team environment
Work with cutting-edge technologies and tools
Comprehensive health benefits including medical, dental, and vision plans
Full Job Description
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.
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.
Conducts trend analysis with a focus on proactive identification of events/issues that threaten performance and a consistent and timely resolution and documentation.
Deploys complex system build outs and leads backup strategies.
Analyzes system performance indicators and recommends improvement actions.
Monitors vendors' release notes and plans necessary upgrades and patches as required.
Creates and reviews technical system recovery plans.
Coaches less experienced staff in the supported products and best practice for production support.
Performs major upgrades of systems and associated products/software solutions.
Acts as a technical lead for one or more client services.
Minimum Qualifications
Associates Degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science or a related field preferred.
5-8 years of experience in information technology, systems administration or other IT related field.
Other Job Specific Skills
Strong 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 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 understandable to non-technical employees.
Exceptional customer service skills.
Experience with cloud infrastructure, digital workspace, and storage technology.
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.
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.
