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Advanced Technical Service Associate

2 months ago

Scottsdale, United States The Computer Merchant Full time
Job Title: Advanced Technical Service Associate - DOD Secret - 2nd Shift

Location: Scottsdale, AZ

Wage Range: 34-38 depending on years of experience, qualifications, and shift

Job Number: 24-00937

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. Rescue 21 Is the Coast Guard's advanced command, control, and direction-finding communications system created to better locate mariners in distress and save lives and property at sea and on navigable rivers. 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.

Qualifications: Associate's degree or equivalent is required plus a minimum of 3 years of relevant experience

CLEARANCE REQUIREMENTS: Department of Defense Secret security clearance is required at time of hire. Applicants selected may be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.

REPRESENTATIVE DUTIES AND TASKS:
  • 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
  • Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
  • 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
KNOWLEDGE SKILLS AND ABILITIES:
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Builds productive internal/external working relationships
  • 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
  • Proficient and able to perform all responsibilities associated with the position
Desired skills/experience:
  • 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
  • HBSS
  • Anti-Virus
  • 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; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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