Technical Service Associate

Technical Service Associate

Scottsdale, AZ (onsite)

Active Secret Clearance Required to Start

Provide advanced technical support for complex electro-mechanical, IT, and networked systems, serving as an escalation point for troubleshooting, root cause analysis, and customer-facing issue resolution within DoD environments.

Responsibilities:

• Provide Tier II/III technical support to field engineers, technicians, and product support teams for electro-mechanical systems, IT infrastructure, and software applications
• Troubleshoot and resolve issues involving computer systems, SQL databases, networked/wireless systems, and enterprise software
• Act as escalation when first-line support is unable to isolate or resolve issues
• Perform failure analysis and root cause investigations, documenting findings and corrective actions
• Report design defects, reliability concerns, and software bugs to engineering teams
• Support customer installations, system configurations, and user training
• Deliver direct technical support to end users with advanced/system-level technical backgrounds
• Manage and support customer programs, ensuring technical service delivery and system performance
• Ensure all maintenance and repairs meet company standards, DoD requirements, and customer quality expectations

Qualifications:

• U.S. Citizenship is required by Federal Law
• Associate’s degree or equivalent combination of education and relevant experience
• Active DoD SECRET clearance (required at time of hire)
• CompTIA Security+ (Sec+) or equivalent DoD 8570 IAT Level II certification (required at hire)
• Minimum 3+ years of relevant technical support experience
• Technical Skills:
• Windows environment troubleshooting (server & desktop)
• Network / IT systems administration & management
• SQL Server and database support
• Software administration & system configuration
• Root cause analysis & failure reporting
• Active Directory (AD) and Microsoft enterprise tools
• Microsoft Terminal Server / Remote Services
• HBSS, Anti-Virus, and endpoint security tools
• Network monitoring tools (e.g., CA Spectrum OneClick)
• Asset management systems
• Oracle CRM (preferred)

Preferred Qualifications:

• Experience supporting DoD or DHS systems
• Direct customer-facing technical support experience