ANR - Helpdesk Specialist (AISG CDRS)

Shee Atika Government Services Careers; United States; Remote; USD 52,000 - 78,000; Full time

Job summary

Alaska Northstar Resources (ANR) is seeking a remote Helpdesk Specialist for the AISG CDRS program. You will be the primary contact for user inquiries, triage issues, and coordinate with cross-functional teams to maintain system reliability.

You will log, investigate, and resolve incidents in Jira Service Desk, manage ICD workflows, and contribute to knowledge management through Confluence and SharePoint. A CAC eligibility and US citizenship are required.

Qualifications

• Candidate must have 3+ years in technical helpdesk, application support, or data operations.
• Experience with Jira Service Desk or similar ticketing tool is required.
• Proficiency with Confluence and SharePoint for documentation and collaboration.
• Strong analytical troubleshooting skills to isolate root causes in data workflows.
• Excellent verbal and written communication; able to explain technical concepts clearly to non-technical users.
• Excellent organizational skills and attention to version control and process compliance.
• Able to adapt and multitask within evolving project needs.

Responsibilities

• Serve as frontline technical support for the CDRS platform and user inquiries.
• Manage tickets in Jira Service Desk, align with SLAs, prioritize and resolve issues.
• Troubleshoot data ingestion, permissions, and query errors; escalate where needed.
• Translate user pain points into actionable stories or bugs in Jira.
• Document SOPs, user manuals, and FAQs in Confluence; onboard users.

Skills

Technical Helpdesk

Jira Service Desk

Confluence

SharePoint

Analytical Troubleshooting

Communication Skills

Organizational Skills

Agile/Scrum

Education

Associate/Bachelor’s degree in CS/IS/Data Management

Tools

Jira Service Desk

Confluence

SharePoint

Job description

All Jobs > ANR - Helpdesk Specialist (AISG CDRS)

Fully Remote Remote Worker - US Only ANR

Full-time

Description

Alaska Northstar Resources (ANR) currently seeking a candidate to work as a remote, full time Helpdesk Specialist on the AISG CDRS program. The CDRS Help Desk Specialist serves as the primary technical point of contact and subject matter resource for the Corporate Data Repository System (CDRS). In this role, the specialist is responsible for logging, triaging, investigating, and resolving user inquiries and technical issues associated with the CDRS platform.

Additionally, this role oversees the Interface Control Document (ICD) lifecycle—coordinating updates, maintaining documentation standards, and ensuring compliance across integrated systems. The specialist collaborates closely with cross-functional Scrum teams, business stakeholders, and technical leads to maintain system reliability, streamline intake workflows, and support continuous improvement.

Key Responsibilities include, but are not limited to:

• Serve as the frontline technical support specialist for all user inquiries, access requests, and incident reports regarding the Corporate Data Repository System (CDRS).
• Manage, prioritize, and resolve incident and service request tickets within Jira Service Desk, ensuring adherence to defined Service Level Agreements (SLAs).
• Troubleshoot data ingestion discrepancies, repository access permissions, query errors, and other issues.
• Escalate complex technical bugs and system defects to the Scrum team and/or leadership.
• Author and send emails informing the CDRS user base of system release information, policy changes, and planned or unplanned outages.

2. Interface Control Document (ICD) Administration

• Facilitate and manage the end-to-end Interface Control Document (ICD) workflow, ensuring interface specifications between CDRS and connected subsystems are current and accurate.
• Review incoming ICD change requests, coordinate reviews with data architects and interface owners, and track document approvals through completion.
• Research and standardize interface metadata for registration in the CDRS data dictionary.
• Actively engage with the Scrum team, participating in daily stand‑ups, backlog grooming, sprint planning, and retrospective sessions as needed.
• Translate recurring help desk inquiries and user pain points into actionable user stories, feature requests, or technical bug tickets in Jira.

4. Knowledge Management & Documentation

• Author, organize, and update standard operating procedures (SOPs), user manuals, and FAQs within Confluence.
• Maintain user access requests throughout their lifecycle within SharePoint.
• Conduct user onboarding, walkthroughs, and knowledge-sharing sessions to promote system adoption and self-service capabilities.

5. General & Additional Duties

• Track support metrics, ticket volumes, and resolution times to generate monthly support performance reports.
• Perform routine administrative checks and audits of user accounts and permissions within the CDRS environment.
• Perform other related technical support and operational duties as assigned by leadership.

Requirements

Candidate must be US Citizen

Candidate must have a High School Diploma

Candidate must be eligible to obtain and maintain common access card (CAC)

Candidate must have 3+ years' experience with the following:

• Technical Helpdesk, application support, and/or data operations
• Ticketing & Service Management: Proven experience managing incident workflows and service queues in Jira Service Desk (or similar ticket management tool).
• Collaboration & Knowledge Platforms: Demonstrated proficiency using Confluence and SharePoint or technical documentation and collaboration.
• Problem-Solving: Strong analytical troubleshooting skills with an ability to isolate root causes in complex data workflows.
• Communication: Exceptional verbal and written communication skills; capable of explaining technical concepts to non-technical business users clearly and diplomatically.
• Organization & Detail: Strong organizational aptitude and attention to detail, particularly regarding document version control and process compliance.
• Adaptability: Flexibility to multitask, re-prioritize dynamically, and support evolving project needs.

Desired knowledge, skills, and abilities

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, Data Management, or a related field
• Experience working in Corporate Data Repository System (CDRS) for the USAF.
• Interface & Data Management: Familiarity with Interface Control Documents (ICDs), data schemas, API interfaces, or enterprise system integration workflows.
• Database & Repository Concepts: Foundational understanding of enterprise data repositories, data pipelines, SQL querying, or relational database structures.
• Experience operating within an Agile/Scrum delivery framework.

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.

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.