Service Desk Monitoring Analyst I - REMOTE

Katmai Careers; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

A technology service provider is seeking a customer support specialist to manage a CRM system for U.S. Navy users. Responsibilities include troubleshooting issues and providing excellent service within a remote environment. Ideal candidates will have a background in IT support and customer service, along with Salesforce knowledge. Compensation ranges from $45,000 to $55,000 per year, with comprehensive benefits.

Benefits

Medical, Dental, and Vision Insurance

401(k) Savings Plan

Paid Time Off (PTO)

Employee Assistance Program

Qualifications

• 1+ years’ experience in IT systems and customer service.
• Complete Salesforce Systems Administrator training within 2 months.
• Obtain and maintain a DoD security clearance.

Responsibilities

• Support customers with reported issues professionally.
• Maintain Tier-II service desk with escalations as needed.
• Create and update training materials and usability guides.

Skills

Customer service orientation

Problem-solving

Communication skills

Technical diagnostics

Education

Bachelor's degree in technology-related field

Tools

Salesforce

Microsoft Office

JIRA

Slack

Job description

SUMMARY

Responsible for supporting a US Navy Customer Relationship Management (CRM) system running on Salesforce and serving over 1M users, as well as provide first level eyes on glass monitoring of log alerts as they are collected from logging systems.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Maintain Tier-II service desk.
• Support customers with reported issues in a pleasant and professional manner.
• Escalate user issues with accounts, reports, dashboards, and views.
• Answer specific questions about installation, operation, configuration, customization, and usage of assigned products.
• Author, review, and share Service Desk and training related materials.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.
• Escalate complex problems to senior service desk support personnel.
• Create and edit online training for other Service Desk personnel.
• Work with development team to troubleshoot and identify problems with products supported within the portfolio.
• Support Test Team members for after hours and release testing over weekends.
• Attend meetings with various working groups to provide input as needed.
• Assist with providing raw data for weekly customer metrics reports.
• Create and update usability guides.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• Tier-I knowledge of hardware and/or software products required.
• One or more (1+) years’ experience with information technology systems and customer service desk environments.
• Must complete Salesforce Systems Administrator Trailhead training modules within two (2) months of the first day of employment.
• Must have strong working knowledge of Microsoft Office products.
• Must be customer service oriented and professional at all times.
• Must be able to obtain and maintain a DoD security clearance (U.S. Citizenship required).

DESIRED QUALIFICATIONS & SKILLS

• Active DoD security clearance.
• Bachelors’ degree in technology related field preferred.
• ActiveCompTIA Security+certification ormust be able to obtain and maintain theCompTIA Security+ certification within six (6) months of the first day of employment.
• Customer service focused with ability to provide accurate, timely, and professional resolution on all supported issues.
• Familiar with monitoring techniques using SEIM applications (i.e., SPLUNK), Salesforce Audit Trails, and Website link Validation.
• Ability to diagnose and resolve technical issues and escalate when appropriate.
• Experience with JIRA and Slack is a plus.
• Excellent communication and interpersonal skills.
• Strong organizational skills and detail oriented.
• Demonstrated ability to perform diverse duties while operating under time constraints.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.
• Must be able to read, write, and speak fluent English.

TRAVEL

Potential for travel. When required, employee will need to complete an MVR check.

DRIVING REQUIREMENTS:

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training. The expected amount of driving time for work related travel is less than 10%.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, bending, stooping, crouching, and lifting weights up to 20 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. Seeing up close, must not be color blind. It is Katmai Management Service’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities .

WORK ENVIRONMENT

100% remote work is authorized for this position; however, the company reserves the right to require onsite work.

WORK SCHEDULE

Full-Time. May be required to work additional hours as needed to complete assignment. This position requires shiftwork to provide help desk coverage to Navy customers.

COMPENSATION & BENEFITS PACKAGE

• Pay range: $45,000to $55,000per year.
• Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Paid Time Off (PTO), 11 Paid Federal Holidays, and Leave of Absence.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity

Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

MINIMUM QUALIFICATIONS

• Tier-I knowledge of hardware and/or software products required.
• One or more (1+) years’ experience with information technology systems and customer service desk environments.
• Must complete Salesforce Systems Administrator Trailhead training modules within two (2) months of the first day of employment.
• Must have strong working knowledge of Microsoft Office products.
• Must be customer service oriented and professional at all times.
• Must be able to obtain and maintain a DoD security clearance (U.S. Citizenship required).

DESIRED QUALIFICATIONS & SKILLS

• Active DoD security clearance.
• Bachelors’ degree in technology related field preferred.
• ActiveCompTIA Security+certification ormust be able to obtain and maintain theCompTIA Security+ certification within six (6) months of the first day of employment.
• Customer service focused with ability to provide accurate, timely, and professional resolution on all supported issues.
• Familiar with monitoring techniques using SEIM applications (i.e., SPLUNK), Salesforce Audit Trails, and Website link Validation.
• Ability to diagnose and resolve technical issues and escalate when appropriate.
• Experience with JIRA and Slack is a plus.
• Excellent communication and interpersonal skills.
• Strong organizational skills and detail oriented.
• Demonstrated ability to perform diverse duties while operating under time constraints.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.
• Must be able to read, write, and speak fluent English.

TRAVEL

Potential for travel. When required, employee will need to complete an MVR check.

DRIVING REQUIREMENTS:

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training. The expected amount of driving time for work related travel is less than 10%.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, bending, stooping, crouching, and lifting weights up to 20 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. Seeing up close, must not be color blind. It is Katmai Management Service’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities .

WORK ENVIRONMENT

100% remote work is authorized for this position; however, the company reserves the right to require onsite work.

WORK SCHEDULE

Full-Time. May be required to work additional hours as needed to complete assignment. This position requires shiftwork to provide help desk coverage to Navy customers.

COMPENSATION & BENEFITS PACKAGE

• Pay range: $45,000to $55,000per year.
• Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Paid Time Off (PTO), 11 Paid Federal Holidays, and Leave of Absence.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity

Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).