Helpdesk II

Answer specific questions about installation, operation, configuration, customization and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Maintains user hardware and software. Level II knowledge of hardware and/or software products required. Maintain regular and punctual attendance. Typically involves use of problem management database and help desk ticket system. Serve as the first LOCAL point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in ticketing system Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures

Candidate must be US Citizen Candidate must have active DoD Secret Clearance Candidate must have CompTIA Security+ CE or other applicable 8570 IAT Level II certification. Candidate must have 2+ years’ experience with the following: Proven experience as a help desk technician or other customer support role Tech savvy with working knowledge of office automation products, databases and remote control Basic troubleshooting of computer systems, mobile devices and other tech products Customer service via email, phone, and Instant messaging

Desired Skills: Expertise in software, hardware, and related infrastructure. Experience with NIPR environment. Sound understanding of Information Management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A). Experience with Service Now ticketing system is a plus

Alaska Northstar Resources (ANR) maintains an outstanding work environment that includes competitive compensation, outstanding benefits, and challenging work assignments with opportunities for advancement/career growth. To be considered for employment opportunities you must complete an online application.

Our Mission We deliver meaningful value to our shareholders, people, partners and customers.

Our Values We are open, honest, and trustworthy We respect all beliefs and perspectives We work together as one team We are committed to excellence in all that we do We are responsible and accountable for our actions

Our Vision Our people thrive, prosper and are self-sustaining. We inspire and hold each other up through meaningful connections to our land, ocean, traditions and heritage.

EEO Statement ANR is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or protected veteran status. U.S. Citizenship is required for most positions.