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Service Desk Analyst

3 months ago

Saint Petersburg, United States Pole Star USA Full time
Job DescriptionJob DescriptionSalary: $17 - $22/hour

Title: Service Desk Analyst (Tier 1)                                      FLSA: Non-Exempt

                                                                                                Pay: $17-$22/hour

Reports to: Operations Center Supervisor

 

Based in: St. Petersburg, FL

 

Work Type: Onsite

 

ABOUT THE COMPANY:

Pole Star Defense is a leading provider of maritime domain awareness, maritime security, and fisheries monitoring systems to the government sector. Since 1998, we have pushed the limits of innovation, mitigating growing threats to ships, supply chains, cargo, territorial waters and, most importantly, safety of lives at sea and beyond. Today, we continue to develop and implement pioneering intelligence technologies to protect customer vessels, people, maritime domain, and reputation.

 

POSITION DESCRIPTION:

Pole Star Defense’s Service Desk Analysts are the operational component at the hear of the Company’s Operations Center. This position acts as the primary point of contact with our government and commercial clients in the maritime technology industry. The Service Desk Analyst serves as the focal point for all infrastructure and service monitoring.

 

RESPONSIBILITIES:

  • Provide client support to enhance Maritime Domain Awareness (MDA).
  • Ensure vessel compliance with international standards.
  • Assist with National Data Center (NDC) operations and maintenance to ensure foreign and domestic vessel information is available in real time.
  • Follow business processes and use of provided systems (Salesforce, JIRA, etc.).
  • Provide the first point of contact for all incoming queries.
  • Follow up with clients to ensure support issues have been resolved adequately.


REQUIRED SKILLS:

  • Minimum 2 years of quality customer service experience
  • Strong IT skills and proficiency in MS Office Software
  • Positive attitude, integrity and strong work ethic
  • Excellent customer-facing verbal and written communication skills
  • Strong analytical and problem-solving abilities
  • Exceptional attention to detail
  • Command of the written and spoken English language


EDUCATION/CERTIFICATIONS:

High School Diploma or GED

 

WORK SCHEDULE NOTE:

This position runs on a 24/7/365 support model which will require outside of “normal business hours” work, I.e., shift work. You should be comfortable working weekends, evenings, overnights, and holidays as part of your regular work schedule. Additional compensation may be available for working holiday hours in addition to shift differentials for those on 2nd/3rd shift.

 

This is a Public Trust position and requires completion of a State and Federal Criminal History Report (i.e., background check) and may require a Department of Defense security clearance. Current and future employment will be contingent upon satisfactory completion of both the FBI Summary History Report and if designated, a DoD security clearance.

 

This position requires use of or access to information subject to the Export Administration Regulations (“EAR”) or the International Traffic in Arms Regulations (“ITAR”). Accordingly, all applicants must be U.S. persons within the meaning of these regulations. Under ITAR, a U.S.

person is defined as a U.S. Citizen, U.S. Permanent Resident, or a person who is a protected individual under the immigration and Naturalization Act (8 U.S.C. 1324b(a)(3)).

 

Pole Star Defense is a U.S. Government contractor and is an Equal Opportunity Employer including disability and veterans.


EMPLOYEE BENEFITS:

Pole Star Defense offers benefits that are designed to lead an evolving marketplace and encourage a healthy balance between work and life. Highlights of those benefits are listed below:

 

  • Medical, Vision, Dental, Disability insurance for employees and dependents (100% covered by the Company)
  • Life & Disability insurance
  • 20 days annual leave (can buy or sell more days)
  • Discretionary bonus
  • Up to a 5% 401k matching
  • Gym membership subsidy
  • Volunteer Day PTO
  • Refer-a-friend recruitment bonus

 

*This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at the sole discretion of the