Installs, changes, and repairs more advanced/complex problems of personal computer hardware and software systems, and provides technical assistance and training to system users. Answers complex questions concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct complex problems based on advanced knowledge of system operation.

• Installs and performs more advanced/complex repairs for issues which no defined solution exists and which the specialist will have to synthesize 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 complicated issues. Responds to telephone calls, email and personnel requests for technical support.

• Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures independently.

• 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. Acts as an informal mentor to junior team members.

• Develops training materials and procedures, or trains users in the proper use of hardware or software.

• Makes recommendations for process improvement opportunities and leads implementation efforts.

• Ability for light travel and support to offsite locations. (Offsite locations are within commuting distance of ASM headquarters)

• Stays up to date on emerging industry or technology issues and makes recommendations as appropriate to streamline and make processes more efficient.

Minimum Qualifications

• Associate’s degree or technical or trade school training preferred

• 6+ years of technical support experience

Other Job Specific Skills

• 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 excellent working knowledge of personal computers and peripherals.

• Stays up to date technically and applies new knowledge to job.

• Be able to understand and explain to others 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.

• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.