• Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking. 

• Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.

• Provide user support and basic training for common applications, system procedures, and office productivity tools.

• Collaborate with cross-functional IT teams-including network, systems engineering, and application development-to restore services and address complex problems.

• Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols. 

• Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications.

• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques. 

• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.

• Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support.

• Related work experience in a technical help desk position.

• Special non-commercial systems administrator experience (access management/file transfer).

• Experience with ServiceNow ITSM & ITBM.

• Strong communication skills and the ability to exchange accurate information with coworkers, management, and customers. 

• Adaptability to quickly changing tasks and requirements, and eagerness to learn new skills while on the job.

• Must be able to remain in a stationary position at least 75% of the time. 

• Constantly operate a computer, phone, and other office equipment for extended periods of time. 

• Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers.

SALARY TRANSPARANCY

There are many factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employee owners value the flexibility at ATS that allows them to balance quality work and their personal lives. We offer competitive compensation, career growth, benefits and learning and development opportunities. Our broad mix of exceptional benefits options is designed to support and protect employees and their families.

At ATS, you will be eligible to participate in a comprehensive benefits package such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more at Employee Resources

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

ATS is committed to a program of equal employment opportunity without regard to race, color, ethnicity, national origin, ancestry, citizenship, sex, pregnancy, marital status, sexual orientation, age, religion/creed, hairstyles and hair textures, handicap/disability, genetic information/history, military/veteran status, or any other characteristic or condition protected by applicable law. We support the employment and advancement in employment of individuals with disabilities and of protected veterans, and we treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.