This position covers planning and delivery of customer support services including installation, troubleshooting, user assistance, and training. Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms. Provides hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. **Primary Duties and Responsibilities** + Diagnosing and resolving problems in response to customer reported incidents + Planning and analysis of work processes + Researching and reporting trends and patterns of problems + Defining business process into cloud-based processes + recommending cloud solutions + Developing training materials and performing computing/information system training sessions, Developing and maintaining problem tracking databases + Consulting with users to identify needs and requirements, conducting feasibility studies and trade-off analyses + Preparing business cases and ensuring the rigorous application of information security/Cybersecurity policies, principles, and practices + May be required to support DLA’s eProcurement system(s) **Other Duties and Responsibilities** + Plan and implement complex changes on production systems. + Analyzes and assesses the impact and risk of complex risk changes on production systems. + Resolves escalated Level 1/2 incidents affecting the operation/availability of production systems, through troubleshooting and implementing the most complex fixes. + Conducts trend analysis with a focus on proactive identification of events/issues that threaten performance and a consistent and timely resolution and documentation. + Deploys complex system build outs and leads backup strategies. + Installs, configures, patches and maintains appropriate technologies (e.g. servers/databases/network/ storage/software solutions). + Analyzes system performance indicators and recommends improvement actions. + Monitors vendors' release notes and plans necessary upgrades and patches as required. + Creates and reviews technical system recovery plans. + Coaches less experienced staff in the supported products and best practice for production support. + Performs major upgrades of systems and associated products/software solutions. + Acts as a technical lead for one or more client services. **Minimum Qualifications** + Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred. + Six (6) years of progressive experience in the field of Information Processing + three (3) of which are specialized in Cloud technologies + two (2) of which are concentrated, hand-on experience, diagnosing problems, defining cloud solutions, and training customers in the use of cloud based solutions. **Security Clearance** + Active Secret level clearance + Sensitivity Level: IT-II **Certifications:** Security+ or similar 8570.01-M Baseline Certification: One of the following Azure or AWS cloud-based certifications per DLA Approved CE Amazon Web Services Certified Cloud Practitioner AWS Certified Security - Specialty AWS Certified Solutions Architect – Associate AWS Certified Solutions Architect – Professional AWS Certified SysOps Administrator – Associate Microsoft Certified: Azure Administrator Associate Microsoft Certified: Azure Solutions Architect Expert Microsoft Certified Azure Security Engineer Associate **Other Job Specific Skills** + Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams. + Applies standard methodology, techniques, procedures and criteria. + Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems. + Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees. + Exceptional customer service skills. + Experience with cloud infrastructure, digital workspace, and storage technology. **Compensation Ranges** Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, 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, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. $28.51hr - $43.27/hr 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.