Nstalls, changes, and repairs moderately complex problems of personal computer hardware and software systems, and provides technical assistance and training to system users

• Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation
• Installs and performs moderately complex repairs for issues which only general guidance exists and which the specialist will have to customize a solution based on knowledge, experience and research
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities and ensures timely resolution of issues
• Provides support to end users on a variety of moderately complex issues
• Responds to telephone calls, email and personnel requests for technical support
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures with minimal direct supervision from the computer support supervisor
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Refers major hardware or software problems or defective products to vendors, technicians, or next tier for service
• Collaborates with team members to resolve information technology issues and implement process improvements
• Assists in the development of training materials and procedures, or trains users in the proper use of hardware or software

Ability for light travel and support to offsite locations

• 3-5 years of technical support experience
• Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients
• Knowledge of assigned hardware and/or software products required
• Requires working knowledge of personal computers and peripherals
• Stays up to date technically and applies new knowledge to job
• Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes
• Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Actively looks for ways to help people in the most efficient manner
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Understands the implications of new information for both current and future problem-solving and decision-making

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

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