Call Center/Help Desk Technician III

CALL CENTER/HELP DESK TECHNICIAN III (BHAK):

Bowhead is currently seeking/searching for a qualified On-Site Tier III Call Center/Help Desk Support Technician to deliver exceptional technical assistance to our end-users in Anchorage, AK. The selected candidate will be accountable for offering comprehensive support through in-person consultations, telephone communications, and email correspondence, with the aim of addressing client concerns related to computer malfunctions and inquiries pertaining to hardware and software. The ideal candidate will possess robust communication abilities, extensive technical knowledge, and a steadfast commitment to prioritizing customer satisfaction.

Essential Functions include: 

• Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
• Accurately diagnose and resolve technical issues.
• Effectively escalate issues to the appropriate resources when necessary
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
• Ability to prioritize work and exercise good judgement while managing multiple tasks.
• Provide operational technical support to clients both on-site and remote relating to company managed equipment.
• Manage ongoing maintenance and deployment of new hardware and software for device life cycle.
• Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.
• Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
• Act as an escalation point to Tier 1 group regarding any application – or hardware – related inquiry or issues relating to Microsoft Office, Windows OS, etc.
• Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus.
• Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings.
• Prepare workstations, including the setup and configuration of laptops and desktops.
• Interface with hardware vendors to facilitate repair and installation.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers.

• Proficiency with current Windows OS
• Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker.
• Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint.
• Experience with PowerShell scripting.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals.
• End-User desktop support, mobile device support, email support, phone support, etc.
• Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
• Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning.
• Proficient in information organization, with a keen eye for detail and effective prioritization.

Education & Experience

• Bachelor’s Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred. Degree may be substituted for experience on a year-to-year basis.
• Four or more (4+) years’ experience in a technical support or helpdesk role

Certification Requirements

• A+ or Network+ Certificate required 

Physical Demands

• Ability to sit/stand for prolonged periods of time; confined to workstation.
• Ability to lift objects up to 50 lbs.
• 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.
• Deadlines that require a quick turnaround or demands for work product.
• 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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