IT Support Specialist II

at ASM Research, An Accenture Federal Services Compan in Phoenix, Arizona, United States

Job Description

SLA Monitoring: Proactively monitor and manage call and ticket queues to ensure all interactions are handled within established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This includes tracking answer rates, response times, resolution times, and adherence to quality standards.

+ Escalation Management: Serve as the primary point of contact for escalated customer issues, working to de-escalate situations and find effective resolutions. This may involve collaborating with technical teams, product managers, or other departments.

+ Intraday Analysis: Perform detailed analysis of historical and real-time data to identify opportunities for process improvement, efficiency gains, and enhanced customer satisfaction.

+ Customer Interaction: Handle a percentage of customer interactions (calls, emails, chats, or tickets) to stay connected with customer experience and identify areas for improvement. This may include resolving complex issues, providing technical support, or providing front-line coverage during peak volume periods and or coverage gaps.

+ Process Improvement: Proactively suggest and implement improvements to queue management processes, tools, and workflows to optimize efficiency and enhance customer experience.

+ Training and Process Support: Provide suggestions for coaching and best practices for handling calls and tickets, including SLA adherence and customer communication.

+ Real-time Analysis: Conduct intraday analysis of queue performance, identifying potential bottlenecks or trends that could impact customer experience. This involves monitoring call volume, ticket backlogs, and agent availability.

+ Queue Prioritization: Prioritize and reroute calls and tickets based on urgency, impact, and customer segment to ensure high-priority issues are addressed promptly.

+ Reporting: Generate and distribute regular reports (shift and daily hand-offs) on queue performance, SLA adherence, and key performance indicators (KPIs) to management and relevant stakeholders.

+ Implements routine changes on production systems per direction and guidance from Administrators.

+ Supports the integration of new technologies into existing infrastructure.

+ Resolves Level 1 incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes.

+ Deploys standard repeatable build outs.

+ Supports the patching and maintenance of appropriate technologies (e.g. servers/databases/network/ storage/software solutions).

+ Supports routine backup strategies and disaster recovery tests.

+ Reviews system performance indicators and raises issues to more senior level team members.

+ Assists with monitoring vendors’ release notes and contributes to the implementation of necessary upgrades and patches as required.

+ Maintains third-party tools.

+ May make proactive suggestions for service improvements.

Minimum Qualifications

+ HS Diploma or GED; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred or equivalent relevant experience.

+ 1-2 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

+ 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 troubleshoot and resolve basic/routine 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.

+ Strong customer service skills.

+ Experience with cloud infrastructure, digital workspace, and storage technology a plus.

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 “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

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.

$20-$25/hr

EEO Requirements

It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.