Help Desk Administrator Lead

SUMMARY

Arcticom, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified Help Desk Admin Lead for Flites and Beavercreek, OH. We are seeking an experienced Help Desk Administrator responsible for creating and maintaining the Jira service (help) desk configuration, standard operating procedures. This person will also engage in agent enablement of push button fixes, write and oversee knowledge management for both customers and agents, and engage escalation paths.

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.

• Develop the Help Desk processes and procedures for help desk team in support of a major Air Force capability initiative
• Oversee Help Desk operations for a large user base
• Improve the customer service experience, creating engaged customers and facilitating organic growth, taking ownership of customer inquiries/issues and following them through to resolution
• Develop knowledge base processes, procedures and strategy for help desk team
• Write and support the writing of knowledge content to support quick resolution of common customer issues and rapid access for service desk agents to repeatable support processes
• Identify opportunities to enable push-button fixes for agents and work with development team to have them implemented
• 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
• Document detailed descriptions of problems and resolutions in ticket queue

Analyze and provide metrics on help desk performance, including SLAs

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 5-10 years equivalent experience
• Must hold US citizenship

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

• Knowledge and understanding of Air Force Cataloging and Provisioning processes a strong plus
• 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.

The 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 in a modern office setting. Occasional travel may be required.

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibilities.
• This position supervises employees

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.

Equal Opportunity Employer/Veterans/Disabled

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)