Technical Support Specialist II

2 weeks ago

Aberdeen Proving Ground, Maryland, United States Alaska Northstar Resources, LLC. Full time
Job Type: Full-time

Overview:

Alaska Northstar Resources, LLC is in search of a dedicated Technical Support Specialist II to enhance our team. We are seeking an individual who is exceptionally organized and detail-oriented, ready to leverage their expertise to maintain seamless operations even during peak demand periods.


Position Details:

This role is hybrid, requiring some on-site presence up to three days a week.


Key Responsibilities:
  • Deliver technical assistance via phone, virtual platforms, and in-person to employees regarding the technical aspects of designated products.
  • Address inquiries related to installation, operation, configuration, customization, and usage of assigned products.
  • Utilize diagnostic methods to pinpoint issues, explore causes, and propose solutions for common failures.
  • Oversee user hardware and software maintenance.
  • Refer complex issues to senior support team members.
  • Act as the primary contact for customers seeking technical support through various communication channels.
  • Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.
  • Identify optimal solutions based on customer issues and details provided.
  • Guide customers through the problem-solving process.
  • Escalate unresolved issues to the appropriate support personnel.
  • Provide accurate information regarding IT products and services.
  • Document events and resolutions in the ticketing system.
  • Follow up and update customers on their status and information.
  • Relay customer feedback or suggestions to the relevant internal teams.
  • Identify and recommend potential improvements to procedures.

Requirements:
  • Must be a U.S. citizen.
  • Must possess an active DoD Secret clearance.
  • Must have an active CompTIA Security+ CE or equivalent 8570 IAT Level II certification.
  • Minimum of one year of experience in a help desk or customer support role.
  • Proficient in office automation products, databases, and remote control technologies.
  • Experience in customer service through phone, email, instant messaging, or in-person interactions.

Preferred Skills:
  • Fluency in English.
  • Exceptional communication abilities.
  • Customer-focused and composed under pressure.

About Alaska Northstar Resources, LLC:

Alaska Northstar Resources, LLC fosters an exceptional work environment that includes competitive compensation, comprehensive benefits, and challenging assignments with opportunities for professional growth.


Equal Employment Opportunity Statement:

Alaska Northstar Resources, LLC is committed to building and maintaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or protected veteran status.


Accessibility:

Alaska Northstar Resources, LLC is dedicated to enhancing employment access for individuals with disabilities and disabled veterans. If you are a qualified individual with a disability or a disabled veteran and require assistance in applying for one of our open positions, please inform us of the reasonable accommodations we can provide.


Compensation:

The salary range for this position is a general guideline and not a guarantee of compensation. Factors considered in extending an offer include job responsibilities, education, experience, knowledge, skills, and abilities, as well as internal equity and market alignment.

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