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UICGS / Bowhead Family of Companies · 5 days ago

Call Center/Help Desk Technician III

Utqiagvik, AK

Full-time

Onsite

Mid Level

4+ years exp

UICGS / Bowhead Family of Companies is seeking a qualified On-Site Call Center/Help Desk Technician III to provide exceptional technical assistance to end-users in Barrow, AK. The role involves diagnosing and resolving technical issues, providing operational support, and managing hardware and software deployments.

Information Technology & Services

No H1B

U.S. Citizen Only

Hiring Manager

James Rappaport

Responsibilities

Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues

Accurately diagnose and resolve technical issues

Effectively escalate issues to the appropriate resources when necessary

Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation

Ability to prioritize work and exercise good judgement while managing multiple tasks

Provide operational technical support to clients both on-site and remote relating to company managed equipment

Manage ongoing maintenance and deployment of new hardware and software for device life cycle

Monitor and update service requests and incidents within the IT Service Management (ITSM) tool

Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions

Act as an escalation point to Tier 1 and 2 groups regarding any application – or hardware – related inquiry or issues relating to Microsoft Office, Windows OS, etc

Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus

Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings

Prepare workstations, including the setup and configuration of laptops and desktops

Interface with hardware vendors to facilitate repair and installation

Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues

Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers

Qualification

Windows OSActive DirectoryM365 Cloud ApplicationsPC Hardware SupportA+/Network+/Security+ CertificationComplex Problem SolvingOral/Written ComprehensionDeductive ReasoningCritical ThinkingActive Listening

Required

Proficiency with current Windows OS

Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker

Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint

Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals

End-User desktop support, mobile device support, email support, phone support, etc

Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes

Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning

Proficient in information organization, with a keen eye for detail and effective prioritization

Four or more (4+) years' experience in a technical support or helpdesk role

Ability to sit/stand for prolonged periods of time; confined to workstation

Ability to lift objects up to 10-25 lbs

Climbing, stooping, bending, kneeling, crouching

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

Reach/relocate items above shoulder

US Citizenship is required

Preferred

A+, Network+ or Security+ certification preferred

Bachelor's Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred. Degree may be substituted for experience on a year-to-year basis

Prefer A+, Network+ or Security+ Certificate, and pursuing these qualifications may be in progress