Help Desk Specialist
Bering Straits Native Corporation

Job Info

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Overview

SUMMARY

Bering Global Services, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified entry level Help Desk Specialist for a contract at Aberdeen Proving Grounds (APG), MD.
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 telephone and email support to the client end-user community.
• Handle issues such as problems, errors, training, general questions, and general use.
• Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
• Responsible for creating, tracking, and resolving Remedy tickets; ensure problem ownership and promote end-user satisfaction.
• Interface with and create tickets for customers
• 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.
• 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.

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)

• Associate degree and 1 year of experience or combination of three years of experience which may include education/specialized training/certifications and/or experience. Relevant education/experience must be in an IT discipline related to the assigned program (e.g. Network Engineering, Network Management, Computer Forensics/Security, etc.),

Knowledge, Skills, Abilities, and Other Characteristics

• Enter minimum KSAO's required to do the job.
• 1+ year(s) experience in customer service or working within a Helpdesk environment
• Must have general knowledge of PC Hardware, networking, and a good working knowledge of Windows 10 and MS Office, especially, Word, Excel, Outlook.
• Must have general knowledge of ticket tracking software (e.g. Remedy, ServiceNow)
• Keyboarding skills are required since a major portion of the work will be to enter information into incident tickets
• Ability to support the following:
• 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.
• Must meet the following:
• 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 in the DOD Computing Environment
• A+ certification
• Network + certification
• Security + certification

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.

COVID VACCINATION REQUIREMENTS

• This position is not currently subject to federal or company requirements regarding COVID-19 vaccination or regular testing; but this is subject to change at any time. Employees are expected to comply with all current and future federal and company requirements.

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.

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

This job has expired.