Technical Support Specialist

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

ASRC Federal is looking for a Technical Support Specialist to provide exceptional Tier 2 support for specified Client ORA Applications and serve as the second point of contact for Client end-users and Tier 1 agents.

• The Tier 2 Support analyst performs Tier 2 end-user support for ORA Application support questions, Client Apps-wide research and analysis, resulting in written recommendations for a variety of strategies and solutions.
• Secondary duties of this position include supporting the critical DFDT (Division of Food Defense Targeting) technical issues and facilitate follow-up on DFDT non-critical related issues, technical issue, server problem or otherwise unsupported application. All calls from the DFDT are considered to be High Priority and should be considered as critical issues and therefore require monitoring all DFDT aging tickets and provide assistance to ensure a timely closure of tickets is paramount.
• Support is typically provided in an office environment during extended business hours. Use Knowledgebase tool to retrieve and improve KB solutions, use the ServiceNow ticketing system to log incoming calls and emails, and use internal Telesis tools to log time sheets as required.Performing some duties of Tier 1 agent during overflow situations is mandatory.
  
  

Required Skills

• Strong analytical ability to resolve complex customer inquiries
• Excellent verbal and written communications
• Excellent interpersonal skills to effectively interface with all levels of staff, clients and customers
• Ability and experienced in performing research and ability to multi-task
• Ability to demonstrate superior organizational skills by keeping files and work area organized
• Must have the ability to handle a high level of responsibility and effectively handle high call and email volume
• Must be able to must obtain and maintain Public Trust security clearance
• Must be a US Citizen
• 5 years Contact Center Customer Service experience
• Government contract experience a plus
• Demonstrate a strong work ethic
  
  

Education:- Requires a High School diploma and 5 years of experience or equivalent.

Shift information: Must be able to work any Office hours from 6:00AM to 7:00PM MST

Office Hours: 6:00AM to 7:00PM MST

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

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