Help Desk Technician I
About The Position
About Chenega Chenega is a mission-driven Alaska Native corporation and a top Alaska revenue business, with nearly 9,000 employees worldwide and 50 years of steady growth. Consistently ranked among the Top 5 Alaska-owned businesses in the Alaska Top 49ers list, we deliver professional services across defense, intelligence, and civilian markets with operational excellence, integrity, and accountability. As an Alaska Native Claims Settlement Act (ANCSA) corporation, Chenega combines strong business performance with a commitment to community and cultural values. We are a recognized military-friendly employer, with many veterans, reservists, and military spouses across our workforce. Our culture is performance-driven, team-oriented, and focused on doing the job right while providing long-term career opportunities. On-site support tier 1&2 levels technical issues for remote or in-person end users. You must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to be onsite full-time.
Requirements
- An associate’s degree in computer science or related field is preferred.
- Minimum of 2 years’ experience with desktop support.
- Minimum of 1 year supporting Microsoft O365
- Minimum of 1-year experience administrating Windows 10
- Minimum of 2 years’ experience creating Active Directory accounts
- Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification
- Strong customer service and team skills proven customer interaction and customer support experience.
- Excellent customer service skills with the ability to multi-task.
- Must have the ability to rely on experience to correct technical problems.
- Identifies and resolves problems in a timely manner.
- Gathers and analyzes information skillfully and develops alternative solutions.
- Ability to work well in group problem solving situations.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Responsibilities
- Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods.
- Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems.
- Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers.
- Documenting Standard Operating Procedures (SOP) related to support.
- Assist the customer through the problem-solving process and follow-up with resolution verifications.
- Responsible for initial trouble report of LAN connectivity problems before escalating to network team.
- Support Polycom Teams desk telephone.
- Support onsite HP/Poly telephone and conference rooms AV equipment.
- Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes: 1) delegation and assigning tickets during work week and 2) monitor and support high priority requests after hours.
- Monitor site network equipment as needed.
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
