ANR Helpdesk II - (APHC)

Shee Atika Government Services Careers•Aberdeen, MD

5d•Hybrid

About The Position

Alaska Northstar Resources is seeking a Tier II Helpdesk Technician to support customers at Aberdeen Proving Ground in Maryland. This is a hybrid remote/onsite position with at least 1–2 days per week currently onsite. The technician provides local first-point-of-contact assistance, diagnoses and resolves common hardware and software issues, maintains user hardware and software, and documents work in a help desk ticketing system. The role requires Level II knowledge of hardware and/or software products, regular and punctual attendance, and the ability to guide customers through troubleshooting and escalate unresolved issues.

Requirements

Must be a U.S. citizen.
Must have an active DoD Secret Clearance.
Must have CompTIA Security+ CE or another applicable 8570 IAT Level II certification.
Must have at least 2 years of experience as a help desk technician or in another customer support role.
Must have working knowledge of office automation products, databases, and remote control.
Must have experience with basic troubleshooting of computer systems, mobile devices, and other technology products.
Must have experience providing customer service by email, phone, and instant messaging.

Nice To Haves

Expertise in software, hardware, and related infrastructure.
Experience in a NIPR environment.
Sound understanding of Information Management and Cyber Security processes and requirements, including AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A.
Experience with the ServiceNow ticketing system.

Responsibilities

Answer questions about installation, operation, configuration, customization, and use of assigned products.
Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures.
Maintain user hardware and software.
Serve as the first local point of contact for customers seeking technical assistance by phone or email.
Perform remote troubleshooting using diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and the details provided by customers.
Walk customers through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information about IT products or services.
Record events, problems, and resolutions in the ticketing system.
Follow up and update customer status and information.
Pass customer feedback or suggestions to the appropriate internal team.
Identify and suggest possible improvements to procedures.
Maintain regular and punctual attendance.