Job Type Full-time Description

Alaska Northstar Resources (ANR) is seeking a motivated Helpdesk Technician II to join our team! We are looking for a highly organized, detail oriented professional to apply their skills and help ensure workflow continues even during high demand activities. This position is hybrid with some on site work up to 3 days per week at Aberdeen Proving Ground, MD

The Helpdesk Technician II duties are as follows, but not limited to:

• Provides telephone, virtual, and in-person technical support to DCPH-A employees regarding technical aspects of assigned products.
• Answers specific questions about installation, operation, configuration, customization and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Maintains user hardware and software.
• Escalates complex problems to senior level support team members.
• Level II knowledge of hardware and/or software products required.
• Typically involves use of problem management database and help desk ticket system.
• Serve as the LOCAL point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements

Candidate must be a US citizen

Candidate must possess active DoD Secret clearance

Candidate must have active CompTIA Security+ CE or other applicable 8570 IAT Level II certification

Candidate must have 1+ year(s) experience with the following:

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Customer Service via phone, email, IM, or in person

Preferred Skills

• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

About Alaska Northstar Resources (ANR)

Alaska Northstar Resources (ANR) maintains an outstanding work environment that includes competitive compensation, outstanding benefits, and challenging work assignments with opportunities for advancement/career growth. To be considered for employment opportunities you must complete an online application.

EEO Statement

Alaska Northstar Resources (ANR) is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or protected veteran status. U.S. Citizenship is required for most positions. ANR is an advocate of preferential hiring and professional development of qualified Shee Atik Inc and Subsidiary Companies shareholders, their spouses and descendants, and Alaska Natives in accordance with Public Law 93-638.

For further information on our equal opportunity protections as part of the employment process, please see:

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdfhttp://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf

Accessibility Alaska Northstar Resources (ANR) is committed to expanding access to employment for people with disabilities and disabled veterans. If you are a qualified individual with a disability or a disabled veteran, and your disability prevents you from applying, please advise what reasonable accommodation ANR can provide to assist you in applying for one of our open positions. You may contact us by sending an email to SGS-HR@sheeatika.gov.

Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation for applying for a specific posted position will be responded to. Requests will be kept confidential and shared strictly on a need-to-know basis.

Please be aware, scammers may try to impersonate our company by reaching out regarding job opportunities. We will never ask you for bank account information, checks, or other sensitive information as part of our hiring process. If youre unsure, please email sgs-hr@sheeatikagov.com with questions.

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Salary Description $70,000 - $ 85,000