Help Desk Technician I

Overview

HELP DESK TECHNICIAN I (BHAK)

We are seeking an On-Site Tier I Help Desk Support Technician to provide technical support to end-users in Anchorage, AK. The successful candidate 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 after hours on-call support for customers.
• Perform other duties as assigned.

Qualifications

Educational & Experience:

• Associate’s Degree in Management Information Systems, Computer Science, or related field. 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 orderingAbility to sit/stand for prolonged periods of time; confined to workstation.
• Ability to lift objects up to 50 lbs.
• Prolonged use of video display terminals.
• Reach/relocate items above shoulder.

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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