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.
- Installs, configures, patches and maintains appropriate technologies (e.g. servers/databases/network/ storage/software solutions).
- 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.
- Work on-site daily. No telework.
Security Requirements:- Active Secret level clearance
- Able to obtain CJIS background check
- US Citizenship; no dual citizenship.
- Active U.S. Passport booklet.
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 RangesCompensation 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.
