Tier 1.5 Service Desk Technician

• Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs.
• Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more complex incidents when necessary.
• Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution.
• Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery.
• Assist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues and improve end-user confidence.

General Responsibilities and Duties:

• Receives and logs customer issues/requests and documents per standards. This includes, recording all interactions with customers, assigning priority, classifying issues and clearly indicating the resolution of the issues in the incident tracking system.
• Performs triage on incoming customer issues that are more complex and attempts to resolve using the provided knowledge articles. This activity includes issue research via the knowledge management system, documents all steps taken to resolve in the incident ticket and escalates to the responsible party in order to minimize the amount of time taken to resolve customer issues.
• Monitors incidents and tracks resolution within the customer Service Level requirement by documenting all steps taken using the knowledge articles in the problem ticket.
• Adheres to Service Desk ticket handling procedures. This may include notification to higher Service Desk tiers for urgent and special consideration incidents.
• Performs incident follow up with contacts to provide exceptional customer satisfaction.
• Through provided training develops and maintains knowledge of the incident tracking system.
• Through provided training, develops and maintains knowledge of customer business applications and environment. Understands the customer Service Level requirement metrics and objectives.
• Has a focus on continuous service improvement. Provides input for departmental reports. Strives to build the capabilities of teammates.
• Seeks opportunities to improve own knowledge, skills and performance and is receptive to constructive criticism.
• Other supporting duties as directed., 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.

• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent foundational knowledge in software development or scripting.
• Minimum of three (3) years of experience in an IT support or customer service role, with a strong emphasis on end-user satisfaction.
• Solid technical background with at least three years of hands-on experience supporting Microsoft Windows environments; familiarity with Azure services and a strong

Security Clearance

• Active TS/SCI clearance

Certifications

• Must possess a DoD 8140 compliant certification (e.g., Security+, CEH, CySA+) enabling privileged access on a National Security System (NSS).
• Microsoft Azure technical certification is preferred (e.g., AZ-900, AZ-104) demonstrating proficiency in cloud concepts and services.

Required Job Specific Skills

• Ability to develop and apply PowerShell scripts to automate routine tasks , streamline processes, and support system management.
• Familiarity with Jira Service Desk for ticket tracking, workflow management, or administrative configuration.
• Experience supporting and troubleshooting Windows Server operating systems in a production environment.
• Understanding of and experience applying IT Service Management (ITSM) best practices , ideally based on ITIL frameworks, to ensure efficient and customer-focused service delivery.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to thrive in a fast-paced, high-visibility environment, with a demonstrated capacity for rapid learning and adaptability.
• Willingness to learn cloud technologies.
• Experience writing and troubleshooting scripts in PowerShell , Bash, Python, or similar scripting languages.
• Basic understanding of core networking concepts such as IP addressing, DNS, DHCP, and VPNs.
• Proven ability to communicate clearly and effectively, both verbally and in writing, with a customer-first mindset.

Other Job Specific Skills

• Demonstrates a friendly, courteous demeanor in customer interactions. Expresses empathy and takes issue ownership when dealing with difficult customer situations
• Driven to meet the speed of answer objective by being a team player during high workload fluctuation.
• Using a knowledge document works independently and maintains a high-degree of professional conduct.
• Technical expertise in:
• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Workstations (PC) troubleshooting
• Rapid learner of new software applications
• Ability to interact effectively with others
• Aptitude to multi-task workloads
• Ability to remain calm and courteous in periods of stress
• Ability to work with broad range of experience levels
• Good administrative and organizational skills
• Excellence in knowledge management, 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.