Call Center/Help Desk Technician I

Overview

Call Center/Help Desk Technician (BWAK)

Bowhead is seeking an On-Site Call Center/Help Desk Technician to provide technical support to end-users in Barrow, AK. The Call Center/Help Desk Technician will be responsible for providing in-person, telephone, and email support to clients, resolving computer problems, and answering questions related to the use of hardware and software. The ideal candidate will have strong communication skills, technical expertise, and a customer-centric attitude.

Responsibilities

Essential functions will include: 

• Assist/guide personnel with step-by-step basic computer/network support: answer inquiries, troubleshoot, diagnose/evaluate and resolve problem
• Evaluate, install and/or repair problems with computer hardware, software and peripheral equipment.
• Log, monitor and track all IT Help Desk request from personnel and follow up on completed task utilizing ticketing and project management systems.
• Maintain/monitor inventory of computer/software supplies; order supplies with a purchase requisition with supervisory approval.
• Assist other IT personnel with their job responsibilities as necessary.
• Attend and participate in IT workshops, conferences, organizations sponsoring IT topics to exchange ideas or to gain insight/networking; continuing education workshops and webinars.
• Perform job responsibilities with professionalism and courtesy; excellent customer & personal service.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Provide scheduled on-call support for customers.
• Must be able to assist and resolve Teir I & II problems.
• Prefered knowledge in the installation, maintenance, and administration of computer systems in a LAN/WAN environment. 
• Perform other duties as assigned.

Qualifications

• Educational & Experience: Associate’s Degree in Management Information Systems, Computer Science, or related field. One to three years of relevant IT expereince. Experience may be substituted on a year-to-year basis. Degree may be in-progress.
• Certificates, Licenses, Registration Requirements: Prefer A or Network Certificate, and pursuing these qualifications may be in progress.
• We require that these qualifications be completed prior to one calendar year after being hired.
• Skills: critical thinking, active listening, complex problem solving, coordination & instruction, judgment & decision making, and monitoring.
• Knowledge: computers & electronics, customer & personal service, telecommunications, administration & management, and engineering & technology
• Abilities: oral/written comprehension/expression, problem sensitivity, deductive & inductive reasoning, and information ordering. 

Physical Demands:

• Ability to sit/stand for prolonged periods of time; confined to workstation.
• Ability to lift objects up to 25 pounds.
• Climbing, stooping, bending, kneeling, crouching or crawling.
• Pulling or pushing.
• Prolonged use of video display terminals.
• Use of hands to finger, handle or feel; hands, arms, feet and legs.  Sequentially or simultaneous with repetition.
• Ability to Id and distinguish colors.
• Frequent travel from primary place of work.
• Reach/relocate items above shoulder.

Work Environment/Conditions

• Working around machinery
• Exposure to extreme cold, humidity or hot temperatures; working outside.
• Driving automotive equipment.

SECURITY CLEARANCE REQUIREMENTS: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check.  Due to the location of this work, US Citizenship is required.  Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations. 

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