Employment

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the System Administrator (Tier 3) and Support Center Management. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 Technical Support Analyst. Typically, the Senior Technical Support Analyst will work on resolving intermediate problems, this includes troubleshooting methods such as verifying physical equipment issues, networking problems, uninstalling/reinstalling software applications, verification of proper hardware and software setup, assistance with application navigation and a higher level of end user training with supported business applications. 

ESSENTIAL FUNCTIONS: 

• Deliver technical client support over the phone, email, chat assist, and onsite
• Works issues thru to completion or to escalation with minimal supervision
  • Dispatches for outages or as appropriate (in communication with IT Services Manager)
  • Works Tier 2 and Tier 1 issues as needed
• Troubleshoot intermediate complexity workstation and server-based software and hardware issues with:
  • Microsoft supported Windows Operating systems
  • Microsoft supported Office/O365
  • Adobe
  • Apple Mac supported Operating systems (workstations)
  • Sophos and other major AV brands
  • Component failure and pending failure behavior
  • Failed startup beep codes
  • Computer event logs and 3^rd party alerting tools
  • Local and network printers, as well as other peripherals such as keyboards and monitors
• Build (image) and deploy workstations and associated peripherals
• Add users and join workstations, to a domain and assign permissions per procedures
• Apply basic troubleshooting to server-based software issues with:
  • Cloud Services
  • Microsoft Supported Windows Server
  • Microsoft Supported Exchange
  • Microsoft Supported SQL Server
  • Microsoft Supported Terminal Server and Remote Desktop Services
• Knowledge and understanding of DNS, the Internet and mail flow
• Administer Microsoft Office 365
  • Manage and delete user accounts
  • Manage Exchange/OneDrive/Teams/SharePoint
  • Licensing levels to include subscription offerings
• Troubleshoot backup solutions including Barracuda and others
• Learn and understand function of 3rd party applications, as well as troubleshoot with vendor support
• Deep understanding of software business applications
• Communicate with vendors for RMA and troubleshooting purposes
• Maintain/update appropriate documentation including client technical documentation, “how to” documentation, knowledge base articles, internal procedures/processes, etc.
• Accurately enter and maintain issue information including notes and resolution
• Monitoring systems, able to troubleshoot and take corrective action as trained
• Assists with on-boarding projects and various other infrastructure projects as needed
• Perform site visits to clients to assist with field work, ArcticCare Health Assessment and T&M service requests, when coverage allows
• Performs more complex tasks (directly supervised or manager approved) to gain experience or to assist with real-time support needs
• Contribute to team goals such as:  SLA requirements, resolution, and client satisfaction
• Actively participates as a member of the Arctic IT team
• Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation
• Submits timesheets and expenses accurately and timely
• Other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES:

• Strong written and verbal communication
• Strong organization skills and ability to operate efficiently throughout daily tasks
• Strong phone contact handling and active listening skills
• Participate in the company after hours support program
• Ability to identify when a problem needs to be escalated and to whom
• Pleasant and professional demeanor in all communications
• Ability to remain calm in stressful situations
• Ability to work independently and effectively on daily tasks with minimal direct supervision
• Able to work at an efficient, quick, and steady pace to troubleshoot and resolve issues
• Deliver high quality results
• Work well with clients at all levels, from executive to IT to end user
• Able and motivated to learn new technologies
• Operates with client satisfaction in mind
• Ability to build rapport with clients
• Positive, professional, and client first demeanor

QUALIFICATIONS:

• Possess High school diploma or GED required, some college preferred
• 2 - 4 years of relevant experience in a technical help desk environment and server environment with demonstrated advancement of skills
• Certifications are beneficial but not required. Desired certifications/examinations include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA (such as Exam 70-697: Configuring Windows devices or Exam MS-500:  Microsoft 365 Security Administration)
• Knowledge of MS Dynamics365 a plus
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed
• Valid driver’s license, personal auto insurance, and reliable personal vehicle
• Ability to travel to client sites as needed, leveraging personal vehicle for local dispatch

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Job may require some travel.

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.