ANR Helpdesk II - (APHC)

Shee Atika Government Services Careers; Maryland; Hybrid; USD 48,000 - 70,000; Full time

Job summary

Alaska Northstar Resources seeks a Tier II Helpdesk Technician to support Aberdeen Proving Ground, MD, in a hybrid on-site/remote role with 1-2 days on campus. You will respond to inquiries, troubleshoot issues, and guide users through fixes, using ServiceNow and other tools.

Requirements include US citizenship, a DoD Secret Clearance, and a Security+ CE or equivalent 8570 IAT Level II certification, plus 2+ years in help desk or customer support.

Qualifications

• US citizenship is required.
• Active DoD Secret Clearance is required.
• CompTIA Security+ CE or other 8570 IAT Level II certification.
• 2+ years experience in help desk or customer support.
• Strong customer service via email, phone and chat.

Responsibilities

• Answer questions about installation, operation, configuration and usage of products.
• Apply diagnostic techniques to identify problems and propose solutions.
• Maintain user hardware and software.
• Serve as the first local contact for technical assistance by phone or email.
• Perform remote troubleshooting and guide customers through problem-solving steps.
• Record events and resolutions in the ticketing system and update status.

Skills

US Citizenship

DoD Secret Clearance

Security+ CE

Help desk experience

Customer service

Troubleshooting

Remote/On-site support

Tools

ServiceNow

Job description

Description

Alaska Northstar Resources is currently seeking a Tier II Helpdesk Technician to join our team at Aberdeen Proving Ground, MD. This position is a hybrid remote/onsite role with at least 1-2 days per week currently being on site. The duties/responsibilities are below but not limited to:

• Answer 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.
• Level II knowledge of hardware and/or software products required.
• Maintain regular and punctual attendance.
• Typically involves use of problem management database and help desk ticket system.
• Serve as the first 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

Required Candidate Skills

• Candidate must be US Citizen
• Candidate must have active DoD Secret Clearance
• Candidate must have CompTIA Security+ CE or other applicable 8570 IAT Level II certification.
• Candidate must have 2+ years 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
• Basic troubleshooting of computer systems, mobile devices and other tech products
• Customer service via email, phone, and Instant messaging

Desired Skills

• Expertise in software, hardware, and related infrastructure.
• Experience with NIPR environment.
• Sound understanding of Information Management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A).
• Experience with Service Now ticketing system is a plus

About 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.

Our Mission

We deliver meaningful value to our shareholders, people, partners and customers.

Our Values

We are open, honest, and trustworthy

We respect all beliefs and perspectives

We work together as one team

We are committed to excellence in all that we do

We are responsible and accountable for our actions

Our Vision

Our people thrive, prosper and are self-sustaining. We inspire and hold each other up through meaningful connections to our land, ocean, traditions and heritage.

EEO Statement

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.

Shareholder Hire

ANR accords a hiring preference to qualified shareholders of its parent corporation, Shee Atiká Incorporated, an Alaska Native corporation, in accordance with and in implementation of applicable law, including without limitation 43 U.S.C. §1626(g).

Accessibility

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 [e-mail]

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.

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.