Computer Support Specialist

This position is anticipated to last approximately three months, with the possibility of extension based on business needs.

A Computer Support Specialist I is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up and running smoothly again.

ESSENTIAL DUTIES AND RESPONSIBILITIES (and other duties as assigned)

1. Serve as the first point of contact for customers seeking technical assistance over the phone or email.
2. Perform remote troubleshooting through diagnostic techniques and pertinent questions.
3. Determine the best solution based on the issue and details provided by customers.
4. Walk the customer through the problem-solving process.
5. Direct unresolved issues to the next level of support personnel.
6. Provide accurate information on IT products or services.
7. Record events and problems and their resolution in logs.
8. Follow-up and update customer status and information.
9. Pass on any feedback or suggestions by customers to the appropriate internal team.
10. Identify and suggest possible improvements to procedures.

LEADERSHIP COMPETENCY REQUIREMENTS FOR INDIVIDUAL CONTRIBUTOR LEVEL

ASRC’s Core competencies include Leading Self, Leading People and Leading the Organization. In addition to our core competency model, our framework includes competencies specific to the various levels of positions within our company. For more information on our core competencies please contact the HR Department and reference the ASRC Leadership Framework.
Customer Focus
• Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Drive for Results
• Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Problem Solving
• Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Time Management
• Uses time effectively and efficiently, concentrating his/her efforts on the more important priorities.

EDUCATION and/or EXPERIENCE

1. High school diploma or equivalent.
2. One (1) year of experience as a help desk technician or related customer support role.
3. Working knowledge of office automation products, databases, and remote control.
4. Good understanding of computer systems, mobile devices, and other tech products.
5. Ability to diagnose and resolve basic technical issues.
6. Proficiency in English.
7. Excellent communication skills.
8. Customer-oriented and cool-tempered.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees or customers.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; reach with hands and arms; and to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, climb, or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job includes the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is in a busy office setting. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee may be occasionally exposed to outside weather conditions and may be required to travel in small and large commercial aircraft.

NOTE: This document does not create an employment contract, implied or otherwise. The statements contained herein are intended to describe the principal functions of this position, the level of knowledge and skill typically required, and the scope of responsibilities, but should not be considered an all-inclusive listing of work requirements. 

ASRC is a drug free workplace and pre-employment drug testing is part of the hiring process.

ASRC and its family of companies is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, religion, disability, protected veteran status or any other legal protected status.  EOE:  M|F|D|V Know Your Rights: Workplace Discrimination is Illegal

Arctic Slope Regional Corporation, an Inupiat-owned corporation created as a result of the Alaska Native Claims Settlement Act.

ASRC's family of companies apply a shareholder preference in employment, to the maximum extent feasible, as authorized by law.