Tier II Helpdesk/Technical Support Specialist - Bering Straits Native Corporation

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Equal Opportunity Employer/Veterans/Disabled

SUMMARY

Bering Straits Professional Services (BSPS), a subsidiary of Bering Straits Native Corporation is currently seeking a qualified Tier II Helpdesk/Technical Support Specialist for a contract in Washington D.C.  The Tier II Helpdesk/Technical Support Specialist will work with our government client. This is a full-time position in which the ideal candidate will work with other Helpdesk team members to provide Desktop Support services to the government user community.

Responsibilities

ESSENTIAL DUTIES & RESPONSIBILITIES

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.

• Provide Desktop Support services to the government user community.
• Respond to IT incidents and requests that have been assigned or escalated by Tier 1.
• Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
• Maintain work logs in a clear and professional manner
• Manage customer relationships from reported incident through resolution.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Assist in developing and implementing permanent resolutions to reoccurring problems
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
• High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
• High-level knowledge of Office 2010+, especially Word, Excel and Outlook.
• Deploy hardware and software
• Escalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.
• Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
• Assist in the asset management process
• Create and/or revise Standard Operating Procedures (SOP).
• Adhere to all client policies and procedures.
• Assist with evaluating/testing/recommending new technologies for the agency.
• Provide support to Tier 1 queues per Surge Plan Procedures.

Qualifications

QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required (Minimum Necessary) Qualifications (applies to both this section and KSAO’s)

• 1-2 years’ experience in technical Help Desk environment.
• 1-2 years’ experience working within an Active Directory environment
• 1-2 years’ experience in troubleshooting issues with a modern Windows operating system
• 1-2 years’ experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
• 1-2 years’ experience with the following: Internet Explorer, VPN, 2 Factor Authentication
• Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
• Experience with hardware components such as hard drives, power supplies, and motherboards.
• Ability to support the following:
  • Lenovo customer equipment
  • MS Windows 7 or 10
  • MS Office 2010 or higher
  • Standalone, networked and Multi-Functional Device printers
  • Cisco telephones
  • Smartphones (iPhone and Android)
  • Remote access technology including: DirectAccess, VMWare, VPN, etc.
  • AirWatch or equivalent mobile device management
  • System Center

Knowledge, Skills, Abilities, and Other Characteristics

• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Strong technical aptitude including excellent troubleshooting skills.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.

Preferred

• Experience maintaining inventory of hardware and communicating with upper management when needed
• Experience performing inventory exercises/audits
• Experience in tracking assets through their lifespan
• Ability to provide event Support (A/V, Skype, Recording)
• Experience in providing technical support and onsite assistance for events
• Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
• Experience resolving issues for mission-critical staff members (VIPs)

NECESSARY PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.

DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS

• This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions.

WORK ENVIRONMENT

Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. 

• Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work described herein is primarily a modern office setting. Occasional travel may be required.

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibilities.

ADDITIONAL QUALIFYING FACTORS

• As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain the appropriate clearance levels required and be able to obtain access to military installations.

Shareholder Preference.  BSNC gives hiring, promotion, training and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.

Bering Straits Native Corporation is an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender, or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

Equal Opportunity Employer/Veterans/Disabled

We participate in the E-Verify Employment Verification Program. We are a drug free workplace.

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