Advanced Technical Service Associate

3 weeks ago

Scottsdale AZ, United States The Computer Merchant, LTD. Full time

Job Title: Advanced Technical Service Associate - DOD Secret - 2nd Shift
Wage Range: 34-38 depending on years of experience, qualifications, and shift
Job Description: Our client, a large defense contractor, has an immediate opening for an Advanced Technical Service Associate to work from their Scottsdale, AZ facility. This position provides information technology technical support within the CSO. The CSO is an IT service organization. The candidate will provide second and/or third level technical support on the Rescue 21 program and other programs the CSO supports. The Customer Service Organization (CSO) performs customer service, IT technical support, Network Operation Center support, service request documentation, system monitoring, service delivery, fault detection/isolation, and execution of restoration activities for Rescue 21, and other programs. As an Advanced Technical Service Associate you will primarily be supporting Rescue 21. By harnessing state-of-the-market technology, our client's - built Rescue 21 system enables the Coast Guard to execute its search and rescue missions with far greater agility and efficiency.

Department of Defense Secret security clearance is required at time of hire. Due to the nature of work performed within our facilities, U.Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
Documents customer information and recurring technical issues to support product quality programs and product development


Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Developing professional expertise, applies company policies and procedures to resolve a variety of issues
Network/ IT systems management
SQL server
Software administration
Troubleshooting in a windows environment.
Experience with failure and root cause analysis reporting.
Direct customer service and/or direct customer interaction experience is a plus
Knowledge of CA Spectrum One Click software suite.
Experience with Oracle CRM
Microsoft Terminal Server
network monitoring tools
Asset management software
Microsoft Windows Active Directory tools a big plus.
Support of DoD or Client systems is desired


Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program;

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