Tier 1 Help Desk Analyst

Job Description

SUMMARY

Arcticom, LLC, a subsidiary of Bering Straits Native Corporation, is currently seeking a qualified Tier 1 Help Desk Analyst for the Dayton OH area. The Tier 1 Help Desk Analyst is responsible for inquiry or issue documentation, providing immediate feedback to customer, escalating inquiries/issues to the appropriate party for resolution.

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.

Resolve end user inquiries via phone and email and work with the end user remotely to solve their needs

Respond, research, accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources

Log all tasks in a ticketing system; work tickets until completion and keep the client informed of progress at all times

Author and/or review knowledge articles to support quick resolution of common customer issues

Document detailed descriptions of problems and resolutions in ticket queue

Assist users with issues regarding application

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

3 years’ experience with technical help desk and/or Customer service center

Bachelors degree or equivalent experience

Knowledge, Skills, Abilities, and Other Characteristics

Strong communication and analytical skills

Positive, professional, team player attitude

Strong work ethic and ability to self-motivate

Ability to organize and prioritize work in a fast-paced, changing environment

Knowledge Management aptitude with a focus on continuous learning and development

Excellent customer service skills

Excellent verbal and written communication skills to interact and communicate with individuals at all levels of the organization

Ability to research and effectively prepare training materials as needed

Preferred

Agile experience

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 any status protected by state or federal law, or any other basis prohibited by law.

Full-time