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<h2>Overview</h2>
<p>AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. <strong>The shift for this position is Monday, Tuesday, Thursday from 8:00 PM – 11:00 PM EST and Saturday - Sunday from 12:00 PM - 3:00 PM EST with a total of 15 hours per week.</strong></p>
<h2>Responsibilities</h2>
<ul>
<li>Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.</li>
<li>Provide professional customer service and timely resolution or escalation of issues.</li>
<li>Perform user data corrections and respond to questions.</li>
<li>Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.</li>
<li>Send more complicated user issues to appropriate hierarchy for troubleshooting.</li>
<li>Learn fundamental operations of commonly used software, hardware and other equipment.</li>
<li>Accurately log all service requests and document resolutions using call tracking software.</li>
<li>Educate end users on appropriate system use and share technology best practices.</li>
<li>Exercise patience and professionalism during stressful situations.</li>
</ul>
<h2>Qualifications</h2>
<ul>
<li>Must have an active DOD Secret clearance or higher.</li>
<li>1+ years of help desk experience preferred.</li>
<li>Must be able to work independently and responsibly without direct supervision.</li>
<li>Outstanding oral and written communication skills and attention to detail.</li>
<li>Technical troubleshooting skills in researching and documenting resolutions.</li>
<li>Friendly presence and helpful attitude; good interpersonal skills.</li>
<li>Ability to provide technical support over the phone; good phone skills.</li>
<li>Accurately and consistently document all work; good writing skills.</li>
<li>Good problem-solving skills; ability to visualize a problem or situation and think abstractly.</li>
<li>Ability to handle constantly changing flow of traffic; be able to multitask effectively.</li>
<li>Working knowledge of standard operating systems, applications, and networking.</li>
</ul>
<h2>Pay Transparency Statement</h2>AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $38,400.00/Yr. - USD $64,200.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
<h2>EEO Statement</h2>EEO Race/Sex/Disability Status/Veteran Status
