Doyon Limited

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Help Desk Technician

at Doyon Limited

Posted: 3/8/2019
Job Reference #: *F0EFF7D18B61AF8F
Keywords: technical

Job Description

Title
Help Desk Technician

Job Reference
19-0057

Post Date
2/14/2019

CARC
Yes

City/Location
Anchorage

State
AK

Point of Hire
Seattle, WA

Company
AIT-Arctic Information Technology, Inc.

Type of Position
Regular Full-Time

FLSA Status
Exempt

Description
JOB SUMMARY:

The Help Desk Technician is a direct contact for Arctic IT’s customers and is the initial support level for customer issues. The Help Desk Technician is responsible for receiving information, diagnosing symptoms, and resolving problems. This position will need to deliver customer service within specified service levels. Typically, the Help Desk Technician will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper Hardware and Software setup, and assistance with navigating around application menus.

ESSENTIAL FUNCTIONS:
• Strong understanding of available tools to assist in daily tasks
• Strong ability to troubleshoot workstation and server software and hardware
• Ability to troubleshoot workstation-based software issues with:
o Microsoft supported Windows Operating systems
o Microsoft supported Office versions
o Local and network printers
o Adobe
o Apple Mac supported Operating systems
o Sophos and other major AV brands
• Understands user, workstation, and permissions in domain and workgroup environments
• Understands and able to apply basic troubleshooting to server-based software issues with:
o Microsoft supported Windows Server Operating systems
o Microsoft supported versions of Exchange, SQL Server, Terminal Server/Remote Desktop services
o Sophos and other major AV brands
• Knowledge and understanding of DNS, the Internet and mail flow
• Understand and administer Microsoft Office 365
o Manage and delete user accounts
o Manage Teams/Skype for Business
o Manage SharePoint
o Licensing levels to include subscription offerings
• Knowledge of backup solutions including Barracuda and others
• Knowledge and understanding of various server/workstation peripherals such as USB/NAS drives
• Ability to learn and understand 3rd party applications
• Ability to communicate with vendors for RMA and troubleshooting purposes
• Maintain account documentation

KNOWLEDGE, SKILLS & ABILITIES:
• Strong written and verbal communication
• Strong organization skills and ability to operate efficiently throughout daily tasks
• Deliver technical customer support over the phone and through chat assist
• 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 without direct supervision
• Contribute to team goals such as: SLA requirements, resolution, and customer satisfaction
• Able to work at an efficient, quick and steady pace to troubleshoot and resolve issues
• Deliver high quality results
• Provide instructions to customers on basic desktop, peripheral, and mobile device usage
• Identify sales opportunities and route the information to necessary team members
• Work well with clients at all levels, from executive to IT to end user
• Accurately enter and maintain issue information including notes and resolution
• Actively participate as a member of the Arctic IT team
• Submit timesheets accurately and timely


Requirements
QUALIFICATIONS:
• Possess High school diploma or GED required, some college preferred
• 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
• 2+ years of relevant experience in a technical help desk environment preferred
• Pass background checks and obtain clearances as needed
• Valid driver’s license, insurance and reliable personal vehicle

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.

REASONABLE ACCOMODATION:

It is Arctic Information Technology, Inc.’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.

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.