<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