The Help Desk Analyst IV is responsible for supporting a US Navy Customer Relationship Management (CRM) system running on Salesforce and serving over 1M users. Additionally, the Help Desk Analyst IV will author, review, and share Help Desk and training related materials.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Maintain Tier-II trouble desk.
• Support customers with reported issues in a pleasant and professional manner.
• Establish accounts, grants access, and assists with user access issues.
• Answer specific questions about installation, operation, configuration, customization and usage of assigned products.
• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalate complex problems to senior level contract support team members.
• Tier-II knowledge of hardware and/or software products required.
• Maintain threaded discussion and message board functionality.
• Create and edit online training for other Help Desk personnel.
• Work with development team to troubleshoot and identify problems with the site.
• Support Test Team members.
• Attend meetings with various working groups to provide input as needed.
• Assist with creating and distributing weekly Customer metrics Reports.
• Create and update Usability Guides.
• Maintain regular and punctual attendance.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

• Must be able to obtain and maintain a security clearance (U.S. Citizenship required).
• Bachelors’ degree in technology related field preferred.
• 6 years’ experience with Salesforce CRM or other CRM system, and customer help desk environments.
• Must have active CompTIA Security certification or must be able to obtain and maintain the CompTIA Security certification within two (2) months of the first day of employment.
• Must complete Salesforce Platform App Builder, Platform App Developer I, and Trailhead training within two (2) months of the first day of employment.
• Must have strong working knowledge of Microsoft Office products.
• Must be customer service oriented and professional at all times.

SPECIAL SKILLS

• Customer service focused with ability to provide accurate, timely, and professional resolution on all supported issues.
• Ability to diagnose and resolve technical issues and escalate when appropriate.
• Experience with JIRA and Slack is a plus.
• Excellent communication and interpersonal skills.
• Strong organizational skills and detail oriented.
• Demonstrated ability to perform diverse duties while operating under time constraints.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.
• Must be able to read, write, and speak fluent English.

TRAVEL

Travel up to 25% possible, but not anticipated.

DRIVING REQUIREMENTS:

Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.

Compliance

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/
We are a VEVRAA Federal Contractor
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity
Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders, and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).
Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.