Web Application Support Specialist 1 - SCON

ASM Research

About The Position

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

Requirements

Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.
2-5 years of experience working in a help desk environment.

Nice To Haves

SQL skills are preferred but not required.
familiar with issue tracking systems, like Jira, to track tickets and tasks.
Applies standard methodology, techniques, procedures and criteria.
Ability to analyze, troubleshoot and resolve intermediate level system hardware, software or networking related problems.
Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.
Exceptional customer service skills.

Responsibilities

Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
Applications requiring support include Analytic Business Intelligence tools and Customer Relation Management (CRM) tools, like Pega.
Works with end-users, stakeholders, and the O&M team daily via phone, email, or chat.
Attends and supports both internal and external meetings that require the ability to communicate orally and in writing.
must have the ability to work multiple tickets at one time and adhere to ticket assignment deadlines.
Occasionally will be required to support testing efforts for large-scale enhancements which are impactful to the applications they support.
Provide first line of support, performing initial incident management and triage.
May use FAQ tools and/or knowledge bases to resolve user requests.
analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
Answers questions, applying knowledge of computer software, hardware, systems, and procedures.