ANR Helpdesk II - (APHC)

Alaska Northstar Resources, LLC•Aberdeen, MD

1h•$30,000 - $80,000•Hybrid

About The Position

Alaska Northstar Resources is seeking a Tier II Helpdesk Technician to work at Aberdeen Proving Ground, Maryland, in a hybrid remote/onsite arrangement. The role currently requires onsite work at least 1–2 days per week. The technician provides technical assistance to customers, maintains user hardware and software, and uses a problem management database and help desk ticketing system. The position requires Level II knowledge of hardware and/or software products and regular, punctual attendance.

Requirements

U.S. citizenship.
Active DoD Secret clearance.
CompTIA Security+ CE or another applicable DoD 8570 IAT Level II certification.
At least 2 years of experience as a help desk technician or in another customer support role.
Working knowledge of office automation products, databases, and remote-control tools.
Basic troubleshooting skills for computer systems, mobile devices, and other technology products.
Customer service experience via email, phone, and instant messaging.

Nice To Haves

Expertise in software, hardware, and related infrastructure.
Experience in a NIPR environment.
Understanding of Information Management and Cyber Security processes and requirements, including AR 25-2, NIST 8500.2, and NIST SP 800-53/A and 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 relevant questions.
Determine an appropriate solution based on the issue and the details provided by customers.
Guide 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.