Call Center/Help Desk Technician I

Overview:

Call Center/Help Desk Technician (BWAK)

Bowhead is seeking an On-Site

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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