ANR Helpdesk II - (APHC)

Alaska Northstar Resources is currently seeking a Tier II Helpdesk Technician to join our team at Aberdeen Proving Ground, MD. This position is a hybrid remote/onsite role with at least 1-2 days per week currently being on site. The duties/responsibilities are below but not limited to:

• Answer specific questions about installation, operation, configuration, customization and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Maintains user hardware and software.
• Level II knowledge of hardware and/or software products required.
• Maintain regular and punctual attendance.
• Typically involves use of problem management database and help desk ticket system.
• Serve as the first LOCAL point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures