Help Desk Agent - Swing Shift

• Provide world-class support through customer tickets, ensuring timely and accurate resolutions.
• Troubleshoot issues remotely using internal dashboards and generative AI tools.
• Identify opportunities to enhance systems, efficiency, and customer experience.
• Collaborate cross-functionally and share best practices to strengthen the knowledge base.
• Continuously learn and adapt to emerging technologies.
• Please note this a 24x7x365 help desk so weekends, holidays may be required., 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.

• Minimum 1 year of experience in a help desk, technical support, or customer support role
• High School Diploma or equivalent
• Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed)
• Strong written communication, analytical thinking, and multitasking skills
• ship with eligibility to obtain a secret security clearance
• IAT level I certification (A+ or Network+) or able to obtain within 3 months, * Technical or customer support experience in a digital or SaaS environment
• Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool
• Familiarity with SQL, Splunk, Domains, Chrome Developer Tools, and JSON
• Post-secondary education in Technology, Computer Science, or a related field an asset
• Tech-savvy, with the ability to learn and apply new tools quickly
• Excellent problem-solving and decision-making abilities

Professional Skills

• Analytical and solution-oriented mindset
• Excellent communication and interpersonal skills
• Adaptability and flexibility in a fast-paced environment
• High attention to detail and precision in troubleshooting
• Team player who thrives in a collaborative, high-performing environment, 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.