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Service Desk Technician

2 months ago

San Antonio, United States ARS Aleut Construction Full time
ABOUT ALEUT FEDERAL

At Aleut Federal, we believe the company and its mission is just as important as the job you are applying for. Aleut Federal is an Alaskan Native-owned enterprise whose purpose is to support our "Shareholders," the Unangax, the indigenous people of the Aleutian Islands of Alaska. People are at the core of everything we do. We support our Shareholders by providing excellent service and quality results to our clients and the various branches of the federal government. We engage in local markets, so community service is embedded in our process.

Position Summary:

The Service Desk Technician provides customer service to 30,000+ Enterprise users to ensure account issues are identified and resolved promptly.

Responsibilities:

  • Delivers Tier 1, Service Desk Level I support consists of Creating tickets, performing initial troubleshooting, and documenting the steps taken to resolve an incident.
  • Provide basic knowledge and support on Microsoft operating system and common applications such as Office; diagnose and resolve client level issues and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
  • Track assigned and created tickets through resolution.
  • Identify and resolve computer system malfunctions and operational problems.
  • Contribute to Knowledge Base (KB) articles after incidents are resolved.
  • Contribute data and reporting to monthly metrics on service tickets.
  • Provide customer satisfaction surveys when incidents are resolved.
  • Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed service desk capabilities to resolve.
  • Monitor, comply with and contribute to Standard Operating Procedures (SOP) documentation.
  • Create user accounts using enterprise tools such as DRA (NetIQ).
  • Provisioning Jabber accounts and VOIPs.
  • Book AF gateways for VTC Bridging.
Requirements:
  • High School Diploma with 2-5 years (or commensurate experience).
  • MUST HAVE a verified DoD Top Secret clearance with SCI eligibility on day one.
  • Experience with a service ticketing system, Service Now or Remedy.
  • Must have current CompTIA Security+ CE certification.
  • Good client management skills.
  • Good oral and written communication abilities.
Salary: $50K-$54K

We will accept applications for this position until 09/30/2024 at 11:59p EST

Aleut offers the following benefits to eligible employees:
  • Health insurance
  • Dental/Vision insurance
  • Paid Time Off
  • Short- and Long-Term Disability
  • Life insurance
  • 401k and match


Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or genetics. In addition to federal law requirements, AF complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. AF expressly prohibits any form of workplace harassment based on race, color, sex, religion, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

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