JOB SUMMARY:ProvideinitialtechnicalsupporttoClients by troubleshooting applications, systems access, resolving hardware, software, and network related issues.TheTechnical Support Analystis responsible forreceiving information, diagnosing symptoms, and resolvingIT-relatedproblems. This position will need to deliverClientservice within specified service levels.Typically,theTechnical Support Analystwill work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of properhardware andsoftware setup, andassistancewith navigating around application menus.

ESSENTIAL FUNCTIONS:

• Firstlineresponder toincoming issues throughchat, email-generated tickets, or phone
• Direct unresolved issues to the next level of support personnel
• Troubleshootstraightforwardworkstation-basedsoftwareand hardwareissues with:
  • MicrosoftsupportedWindowsOperating systems
  • MicrosoftsupportedOffice/O365
  • Adobe
  • Apple MacsupportedOperating systems(workstations)
  • Sophos and other major AV brands
  • Componentfailure and pending failurebehavior
  • Failed startupbeep codes
  • Computer event logs and3rdparty alerting tools
  • Local and network printers, as well as otherperipheralssuch askeyboards and monitors
• Assistusers with basic"How do I?","Where do I?",etc.typeof technicalquestions
• Understandsand troubleshoots basicuserpermissionsandworkstationinteractionin domain and workgroup environments
• Understandsand administersuser leveltasks in theMicrosoft Office 365environment
  • Learn the difference between sync'd and cloud environments
  • Learn licensing levels to include subscription offerings
  • Learn and performvarious user account actions such as password resets, applyingappropriate licensing, litigation hold, and disabling
• Assistin systemmonitoringtoidentifyand react to alerts,backupsevents,connectivity,and security events
• Learn and understandbasic functions of3rd party applications
• Understands and usesdocumentation includingClienttechnical documentation, "how to" documentation, knowledge base articles, internal procedures/processes, etc.Suggest updates to existingdocuments tokeep current.
• Accurately enter andmaintainissue information including notes and resolution
• Performsmore complextasks(directly supervised ormanager approved)to gain experience ortoassistwith real-time support needs
• Contribute to team goals such as: SLA requirements, resolution, andClientsatisfaction
• Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation
• Other duties as assigned

QUALIFICATIONS:

• Possess High school diploma or GEDrequired, some college preferred
• 2+ years of relevant experience in a technical help desk environment preferred
• Certifications are beneficial but not required.Desired certifications/examinationsinclude CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA(such as Exam 70-697:Configuring Windowsdevices)
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed
• Valid driver's license,personal autoinsurance and reliable personal vehicle
• Ability to travel toClientsites as needed,leveragingpersonal vehicle for local dispatch

WORKING ENVIRONMENT:Themajority of work is performed in a professional office setting with a wide variety of people with differing functions,personalities,and abilities.Job mayrequiresome travel

REASONABLE ACCOMMODATION: It is Arctic Information Technology, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.

Arctic Information Technology Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

Arctic Information Technology, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the law, and the poster is available at https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

For questions on the job posting contact 844.461.9500.