Tier 3/Production Support Specialist at ASM Research

, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Sep, 26

Salary

0.0

Posted On

22 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Production Support, Technical Troubleshooting, User Training, Ticket Management, Systems Administration, Root Cause Analysis, Technical Leadership, System Recovery Planning, Desktop Application Support, Mobile Application Support, Communication, Problem Solving

Industry

IT Services and IT Consulting

Description

In this role, you will join a Tier 3/Production Support team, where your primary focus will be resolving user issues and ensuring smooth operation of both desktop and mobile applications. You will be responsible for managing support desk tickets, identifying root causes of technical problems, and providing clear, step-by-step guidance to users. Your day-to-day activities will also involve conducting user training sessions, both in-person and remotely, to help individuals become proficient with the applications. As part of your responsibilities, you will collaborate closely with other support team members to escalate complex issues and contribute to continuous improvement of support processes. * Troubleshoot and resolve user issues related to desktop and mobile applications. * Provide training and guidance to users on application features and best practices. * Manage and respond to support desk tickets in a timely manner. * Communicate effectively with users to understand and address their concerns. * Adapt to evolving support needs and application updates. * Collaborate with team members to ensure high-quality production support. * Attend in-office meetings in the DC Metro area at least once per week. * Monitors vendors' release notes and plans necessary upgrades and patches as required. * Creates and reviews technical system recovery plans. * Coaches less experienced staff in the supported products and best practice for production support. * Performs major upgrades of systems and associated products/software solutions. * Acts as a technical lead for one or more client services. Minimum Qualifications * Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred. * 5-8 years of experience in information technology, systems administration or other IT related field. Other Job Specific Skills * Strong communication abilities, patience, and a knack for problem solving. * Previous involvement in user support or training, especially in a technical environment. * Adaptability and a customer-focused mindset are essential, as you will encounter a variety of user needs and technical challenges. * located in the DC Metro area and be willing to work in the office at least once per week, ensuring effective collaboration and hands-on support when necessary. * Familiarity with troubleshooting methodologies and knowledge base documentation will help you excel. * Ability to adapt quickly to new technologies and processes as the support environment evolves. Qualifications 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.

Responsibilities

The specialist will resolve user issues for desktop and mobile applications while managing support tickets and identifying root causes. Additionally, they will conduct user training, lead technical services, and manage system upgrades and recovery plans.