Desktop Support - NANA Development Corporation

Employment Type

: Full-Time


: Customer Service/Call Center

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Tundra Federal, an Akima, LLC company provides agile, innovated and trusted information technology solutions to the Federal Government and Federal Integrators. Our capabilities allow customers to implement and evolve IT infrastructures to achieve, maintain and advance functionality, efficiency, security, and compliance.

Tundra Federal, an Akima, LLC

As an SBA certified 8(a) Alaskan Native Corporation (ANC), Tundra Federal provides the Federal Government the avenue for streamlined and timely acquisition of mission critical services and solutions.


Able to work independently and with minimum supervision.

Provide Desktop Support services to the government user community.

Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.

Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.

Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.

Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.

Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.

Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.

Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.

Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.

Perform tasks provided in the Incident Management Plan to resolve incidents and requests.

Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.

High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.

High-level knowledge of Office 2007/2010/2013/2016, especially, Word, Excel and Outlook.

Deploy hardware and software to fulfill user requests.

Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.

Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.

Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management.

Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.

Create and/or revise Standard Operating Procedures (SOP).

Adhere to all OPM and Tundra policies and procedures.

Assist with evaluating/testing new technologies for the agency.

Travel between field site office(s) to provide assistance, as needed.

Qualifications Minimum Qualifications:

1-2 years experience in technical Help Desk environment.

1-2 years experience working within an Active Directory environment

1-2 years experience in troubleshooting issues with Windows XP operating system

1-2 years experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)

1-2 years experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry

6 Months-1 Year experience with Windows 7.

6 Months-1 Year experience with Windows 10

Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable

Experience with hardware components such as hard drives, power supplies, and motherboards.

Excellent oral and written communication skills.

Excellent phone etiquette.

Strong technical aptitude including excellent troubleshooting skills.

Ability to work with users that have limited technical knowledge.

Ability to instruct users utilizing verbal communication.

Ability to work in a fast-paced, dynamic environment.

Ability to interface with all levels of management.

Desired Qualifications:

Help Desk ticketing systems such as Remedy and Service Now,

Remote tools to resolve user issues, such as SCCM and Remote Desktop,

Understanding of ITIL methodologies such as Incident and Problem Management.



A ,

Network ,

MS Office,

HDI Support Center/Desktop Support Analyst,

ITIL Foundations V3

Proficiency in Win7 and Win10

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Information Technology

Associated topics: assist, front desk, information technology analyst, pc, service, support, support specialist, systems administrator, technician iv, technology

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