Primary Role: Assists the NANA End User community with resolution of technical and functional service requests

Primary Responsibilities:
•Answers calls to the NANA Customer Service Center and accurately captures information on all service requests.
•Performs semi-skilled work requiring training/job experience with Help Desk or PC operations and support.
•Solves problems by evaluating a range of solutions and selecting the most applicable.
•Resolves a high percentage of end user service requests without need for further escalation or call routing. Includes resolution of:
oRequests for Password Assistance to NANA Systems
oAssistance with desktop applications and operating systems, including basic email functionality and NANA Financial and Compliance System issues
oVPN and network connectivity difficulty
•Assesses and resolves standard issues largely on own initiative. 
•Escalates issues and seeks advice when faced with complex issues and problems.
•Routes, escalates and follows up on service requests to appropriate NANA support teams, including NMS, TKCtech teams and third party suppliers.
•Required to share knowledge and experience with other team members to supplement collective knowledge base.
•Interacts with colleagues and users around specific work efforts/deliverables.
•May drafts memos regarding system outages, maintenance and helpful hints.
•May provide periodic on-site technical support for NANA supported workstations.
•Assists with conducting customer satisfaction surveys to measure customer perception of service provided by the NANA Customer Service Teams.

Education:
Bachelor's Degree or equivalent experience preferred
 





 

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NANA Regional Corporation
 P.O. Box 49
 Kotzebue, Alaska 99752
 Phone (907) 442-3301 

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