Advanced Technical Service Associate

JOB TITLE: Advanced Technical Service Associate
JOB LOCATION: Scottsdale, AZ
WAGE RANGE*: $40.13-44/hr. W2
JOB NUMBER: 25-03505

JOB DESCRIPTION: Our client, a large defense contractor, has an immediate opening for an Advanced Technical Service Associate to work from their Scottsdale, AZ facility. This person will be supporting the Rescue 21 program part of the United States Coast Guard Search and Rescue Communication System. The system is responsible for maritime emergency, law enforcement, and distress communications. This is a 24x7 environment

QUALIFICATIONS: Associate's degree or equivalent is required plus a minimum of 3 years of relevant experience

CLEARANCE REQUIREMENTS: Department of Defense Secret security clearance is required at time of hire. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.

REPRESENTATIVE DUTIES AND TASKS:

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
• Documents customer information and recurring technical issues to support product quality programs and product development
• Provides technical support to field engineers, technicians, engineering, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
• May be involved in customer installation and training
• Provides support to customer/users where the product is highly technical or sophisticated in nature
• The position job generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background
• Provides technical service management and technical support for customer programs
• Assures all repairs are in accordance with company policy and procedure and customer quality requirements

KNOWLEDGE SKILLS AND ABILITIES:

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Builds productive internal/external working relationships
• Normally receives general instructions on routine work, detailed instructions on new projects or assignments
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues
• Proficient and able to perform all responsibilities associated with the position
• Sec + or other IAII certification required at time of hire
• Network/ IT systems management
• SQL server
• Software administration
• Troubleshooting in a windows environment
• Experience with failure and root cause analysis reporting
• Direct customer service and/or direct customer interaction experience is a plus
• Knowledge of CA Spectrum One Click software suite.
• Experience with Oracle CRM
• Microsoft Terminal Server
• HBSS
• Anti-Virus
• network monitoring tools
• Asset management software
• Microsoft Windows Active Directory tools a big plus
• Support of DoD or Client systems is desire

PREFERRED DEGREE TYPES AND EXPERIENCE:

• Military, College education, and/or IT related experience preferred.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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