Help Desk Manager

About Bering Straits Professional Services

Bering Straits Professional Services (BSPS) is committed to world-class management of global logistics, training, and procurement services for U.S. Government agencies. BSPS is certified by the U.S. Small Business Administration (SBA) as an 8(a) contractor. In February 2022, BSPS became an International Organization for Standardization (ISO) 9001 certified company. BSPS received the ISO 9001 quality standard certification through the Performance Review Institute (PRI).

About this position: Help Desk Manager

Location – Beavercreek, OH
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.

• Responsible for providing support to the Enterprise Logistics Management System (ELMS) client, stakeholders and end users
• Manage the ELMS customer help desk process through delivery of customer requests
• Organize and manage customer support from request to resolution
• Resolve end user inquiries via phone and email and work with the end user remotely to solve their needs
• Respond, research, accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources
• Log all tasks in a ticketing system; work tickets until completion and always keep the client informed of progress
• Document detailed descriptions of problems and resolutions in ticket queue
• Aid users with issues regarding BLADE and Data Analytics as a Service Platform

Qualifications

• Education Requirements: Bachelor’s degree or 5-10 years’ equivalent experience
• Level of Experience Requirements: Five (5) years’ experience with technical help desk and/or Customer service center
• Must be a U.S. citizen

Knowledge, Skills, Abilities, And Other Characteristics
Positive, professional, team player attitude.
Strong work ethic and ability to self-motivate.
Ability to organize and prioritize work in a fast-paced, changing environment.
Excellent verbal and written communication skills to interact and communicate with individuals at all levels of the organization.
Ability to research and effectively prepare training materials as needed.

Preferred

N/A
Supervisory Responsibilities
This position will have supervisory responsibilities.
DOT Covered/Safety-Sensitive Role Requirements
This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions.

Necessary Physical Requirements

• Maintain a constant state of mental alertness
• Maintain physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time
• Occasional travel may be required

Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system

The work described herein is primarily a modern office setting

Additional Qualifying Factors

As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain and maintain the appropriate clearance levels required and must also be able to obtain access to military installations.

Bering Straits Native Corporation is an equal opportunity employer. All applicants will receive consideration for employment without regard to any status protected by state or federal law, or any other basis prohibited by law.