Help Desk Agent (Sterling)

Primary Duties and Responsibilities: Working in a fast paced 24-hour call center environment, the Technical Support Agent serves as the initial point of contact for member issues and inquiries including complex problem resolution for MTA Internet, including DSL, email, totalWiFi and MTA Shield. This position performs advanced support of network troubleshooting, scheduling, managing network outages, and coordinating multiple departments while supporting a wide platform of corporate and customer owned equipment. Technical Support Agents schedule and support all Field Support Technicians to maximize productivity. They also act as the primary liaison between the customer, Support Center, Dispatch, Field Support Technicians, Engineering, Residential Sales Representatives, and other departments as needed. This position is responsible for assisting customers, providing information, meeting objectives, and handling administrative aspects of each customer contact. This position ensures the timely process through which customer problems are received, controlled, tracked, and resolved. This includes problem recognition, research, isolation, product and services recommendation, resolution/sale, and follow-up. TECHNICAL SUPPORT AGENT SPECIFIC TASK DESCRIPTION Provide professional, courteous, prompt, and accurate support to customers. Document, communicate, analyze, and troubleshoot reported problems. Determine proper solutions and guide customers through corrective actions. Respond to user questions and inquiries via telephone, email, web, or other communication methods. Monitor, follow up and communicate information to customers as appropriate. Provides coaching, training, guidance and mentoring for the new hire agents to develop skills and effectively support our customers. Support and review any Wi-Fi issues in customer premises and utilize tools to mitigate any service issues with MTA Provide managed support, troubleshooting and service configurations for MTA equipment and external customer owned and maintained devices. Simultaneously use a wide range of MTA’s application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support. Enter, assign, and monitor issues in the on-line Trouble Ticket System while maintaining customer account integrity. Maintain a high level of familiarity with constantly evolving MTA’s products and services to allow for analysis, troubleshooting and sales processes. Support all Field Support Technicians. Refer unresolved service issues to the Business/Field Dispatch Triage team. Provide input for updating the Support Center information and knowledge database. Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems). After trouble resolution, review, research, and make recommendations to supervisor for customer credit requests. Monitors trends of incoming calls and quickly recognizes, analyzes, and reports any geographical or service specific outages. Provides status updates to appropriate work groups in a timely manner. Provide a professional demeanor at all company events. Perform other duties as assigned. Required Qualifications: EDUCATION: High School Diploma or GED required IT Degree preferred MTA Helpdesk, Tech + , A+, Net+, MCP, MCSE or CCNA Certification preferred WORK EXPERIENCE: Six months experience in Support Center environment preferred. Achievement of the afore-mentioned specification may not be required if, in the opinion of the MTA hiring manager, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimation of future potential. JOB QUALIFICATIONS (Knowledge, Skills, Abilities): Must be 18 years or older. Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and personal computing devices. This includes a strong knowledge in the principles and operations of computer systems and related peripheral equipment. Ability to type 45 words per minute highly desirable. Past System Administration experience strongly desired. Strong analytical and problem-solving skills. Ability to analyze and troubleshoot customer’s problems via, telephone, chat, email or other venues. Ability to maintain knowledge of current industry standards and keep up with new technology. Ability to communicate professionally, accurately, and effectively, both verbally, written, as well as on the telephone. Ability to understand and respond to user questions in an effective and courteous manner. Ability to convey technical procedures and directions in layman’s terms. Ability to multi-task in a high stress working environment while remaining fluid to the demands of our customers and internal agents. Ability to work and excel in a team environment. Advanced knowledge in all currently supported operating systems Android, iOS, Windows, Macintosh, Internet Explorer, Safari, Chrome, various Email clients, and connection programs. Advanced knowledge in personal computer operations, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office, Word, Excel, Access, PowerPoint, etc.). Advanced knowledge of Internet threats such as worms, virus’s, hacks, Trojans, hijackers that could affect our customer’s ability to utilize our product effectively. Strong understanding of how DNS, POP3, IMAP and SMTP function along with other various networking protocols and ports. Advanced knowledge of network LAN, WAN and Wi-Fi based technologies. Understanding of, sensitivity to and respect for the diverse economic, cultural and ethnic backgrounds of the company’s customer base. Must be able to pass Abilities assessment within 90 days of hire. Must obtain MTA and Tech + Certification within 90 days of hire. Must obtain Comp TIA A+ Certification within 1 year of hire. SUPERVISION: Under the general supervision of the Support Center Manager, follows guidelines and general direction to accomplish job duties. EFFECT OF ERROR: Errors in employee's normal work dramatically affects the perception of our customers. Errors may also produce substantial and negative impact (loss) of revenue. JOB SCOPE: The individual employee will perform a multiplicity of functions or professional procedures which go beyond repetitive operations. The tasks assume a greater complexity; they are likely to require creativity and a demonstration of vocational and/or professional initiative. These activities require a working knowledge of the operations of more than one section within a department. The ability to manage multiple tasks at the same time is essential. INDEPENDENT JUDGMENT: Job responsibilities are mostly non-routine and may involve communicating with several departments and external customers. Some problem solving requires considerable research and analysis. Independent judgment is critical. WORKING CONDITIONS: Incumbent is exposed to a standard office environment, including long periods of sitting in front of a computer monitor and utilizing a keyboard and mouse. The incumbent may also experience the occasional mildly unpleasant and stressful conditions such as unexpected outages and upset or unreasonable customers. MTA is an Equal Opportunity Employer. MTA offers competitive compensation, health insurance, 401(k) plan, annual leave, and more. A complete job description is available upon request. Qualified individuals should apply online here: https://mta.csod.com/ux/ats/careersite/4/home/requisition/836?c=mta

POSITION SUMMARY: The Database Technician supports Tribal participation in major infrastructure projects by overseeing database management, project coordination, and financial tracking under the supervision of the Project Manager. This role ensures accurate data integration for regulatory compliance, environmental review, and engineering assessments while maintaining financial records, procurement oversight, and logistical support. DUTIES AND RESPONSIBILITIES The successful candidate will: • Maintain GIS databases, environmental records, and regulatory documentation while ensuring the accuracy, security, and accessibility of project-related data. • Provide administrative support for final presentations and compiling and submitting reports to federal, state, and Tribal partners. • Track cultural resource impact assessments to support preservation efforts. • Work alongside the Project Manager to ensure alignment between field operations and administrative workflows. • Coordinate daily database operations with the Tribal Civil Engineer and Natural Resources Department Director. • Provide logistical support to engineering review teams, environmental monitors, and cultural resource specialists. • Assist in processing timesheets, staffing requests, and equipment mobilization as part of the Tribal team’s participation in the project. • Monitor funding allocations, ensuring Tribal participation remains cost-effective and compliant. • Prepare financial summaries and expenditure reports for leadership review. • Assist with grant administration, procurement approvals, and budget forecasting for preconstruction and construction phases. • Maintain contract agreements and financial records aligned with DOT & PF and Tribal financial requirements. • Ensure all regulatory filings, permits, and compliance documentation are properly maintained. • Assist Tribal Civil Engineer and Project Manager in reviewing engineering plans, geotechnical data, and cultural resource findings. • Contribute to weekly and bi-weekly Tribal team meetings, assisting in progress tracking and interagency coordination. JOB SPECIFICATIONS: • Ability to collect data, establish facts, define problems, and draw valid conclusions. • Provide outstanding customer service to external and internal customers. • Demonstrated proficiency with Microsoft Project, Primavera P6, GIS-based data processing, and cloud database systems for regulatory documentation. • Strong knowledge of budget forecasting, grant administration, and procurement tracking for large scale infrastructure projects. • Ability to work well and with a high degree of accuracy in a busy office environment with frequent interruptions and changing priorities. • Excellent verbal and written communication skills. • Strong technical and organizational skills. • Demonstrated ability to manage multiple projects, priorities, and relationships. • Ability to work independently and interdependently in a positive and productive manner. • Ability to make decisions and exercise good judgement. • Ability to work outdoors in various weather conditions. • Maintain confidentiality and securing sensitive information. • Willingness to learn new skills and be a team player. MINIMUM REQUIREMENTS: • Bachelor’s degree in Business Administration, Information Systems, Project Management, or related field. • Five (5) + years of experience in database management, project oversight, and financial tracking; Or any equivalent combination of experience and training which provides the required knowledge, skill, and abilities. • Ability to manage high-volume data processing and secure documentation protocols. • Must have a valid driver’s license and good driving record. • Clean state and federal background check. CONDITIONS OF EMPLOYMENT: • Knowledge and experience of Knik Tribe’s Service Area and Knik Tribe’s Programs. • Adequate understanding of all Microsoft Office Applications. • Capable of basic maintenance for general office equipment and multi-line phone systems. • Must pass a criminal background check and be free of barrier crimes. • Clean driving record. • Knowledge and application of professional and ethical conduct as guided by Knik Tribal Council Personnel Manual Section 8.1. ADDITIONAL INFORMATION: NATIVE PREFERENCE STATEMENT: Pursuant to the Indian Self-Determination and Education Assistance Act of 1975 (PL 93-638) and as further guided by Knik Tribe Native Preference Policy 6.120, Knik Tribe maintains preference in all phases of employment for Alaska Native, American Indian (AN/AI) and Native Hawaiian people, including direct lineal descendants and foster or traditionally adopted children. Also included are non-Native head of household member of Native families, which includes foster or traditionally adopted Native children. DETAILS OF EMPLOYMENT: • Location : 1800 N Laurel Dr, Palmer, AK 99645 and project site • Supervisor: Project Manager • Schedule: Monday – Friday. 8:00 a.m. – 5:00 p.m. Full-time (40 hrs/week), three-year position. • Salary: $31.41 per hour. Plus full benefits: Federal Employee Health Benefits (FEHB) medical, dental, vision, life insurance, paid leave and holidays, and retirement plan with matching contributions. To Apply: Submit Resume to: Human Resources at hr@kniktribe.org For more information or to download the job description visit www.kniktribe.org/careers

POSITION SUMMARY: The Database Technician supports Tribal participation in major infrastructure projects by overseeing database management, project coordination, and financial tracking under the supervision of the Project Manager. This role ensures accurate data integration for regulatory compliance, environmental review, and engineering assessments while maintaining financial records, procurement oversight, and logistical support. DUTIES AND RESPONSIBILITIES The successful candidate will: • Maintain GIS databases, environmental records, and regulatory documentation while ensuring the accuracy, security, and accessibility of project-related data. • Provide administrative support for final presentations and compiling and submitting reports to federal, state, and Tribal partners. • Track cultural resource impact assessments to support preservation efforts. • Work alongside the Project Manager to ensure alignment between field operations and administrative workflows. • Coordinate daily database operations with the Tribal Civil Engineer and Natural Resources Department Director. • Provide logistical support to engineering review teams, environmental monitors, and cultural resource specialists. • Assist in processing timesheets, staffing requests, and equipment mobilization as part of the Tribal team’s participation in the project. • Monitor funding allocations, ensuring Tribal participation remains cost-effective and compliant. • Prepare financial summaries and expenditure reports for leadership review. • Assist with grant administration, procurement approvals, and budget forecasting for preconstruction and construction phases. • Maintain contract agreements and financial records aligned with DOT & PF and Tribal financial requirements. • Ensure all regulatory filings, permits, and compliance documentation are properly maintained. • Assist Tribal Civil Engineer and Project Manager in reviewing engineering plans, geotechnical data, and cultural resource findings. • Contribute to weekly and bi-weekly Tribal team meetings, assisting in progress tracking and interagency coordination. JOB SPECIFICATIONS: • Ability to collect data, establish facts, define problems, and draw valid conclusions. • Provide outstanding customer service to external and internal customers. • Demonstrated proficiency with Microsoft Project, Primavera P6, GIS-based data processing, and cloud database systems for regulatory documentation. • Strong knowledge of budget forecasting, grant administration, and procurement tracking for large scale infrastructure projects. • Ability to work well and with a high degree of accuracy in a busy office environment with frequent interruptions and changing priorities. • Excellent verbal and written communication skills. • Strong technical and organizational skills. • Demonstrated ability to manage multiple projects, priorities, and relationships. • Ability to work independently and interdependently in a positive and productive manner. • Ability to make decisions and exercise good judgement. • Ability to work outdoors in various weather conditions. • Maintain confidentiality and securing sensitive information. • Willingness to learn new skills and be a team player. MINIMUM REQUIREMENTS: • Bachelor’s degree in Business Administration, Information Systems, Project Management, or related field. • Five (5) + years of experience in database management, project oversight, and financial tracking; Or any equivalent combination of experience and training which provides the required knowledge, skill, and abilities. • Ability to manage high-volume data processing and secure documentation protocols. • Must have a valid driver’s license and good driving record. • Clean state and federal background check. CONDITIONS OF EMPLOYMENT: • Knowledge and experience of Knik Tribe’s Service Area and Knik Tribe’s Programs. • Adequate understanding of all Microsoft Office Applications. • Capable of basic maintenance for general office equipment and multi-line phone systems. • Must pass a criminal background check and be free of barrier crimes. • Clean driving record. • Knowledge and application of professional and ethical conduct as guided by Knik Tribal Council Personnel Manual Section 8.1. ADDITIONAL INFORMATION: NATIVE PREFERENCE STATEMENT: Pursuant to the Indian Self-Determination and Education Assistance Act of 1975 (PL 93-638) and as further guided by Knik Tribe Native Preference Policy 6.120, Knik Tribe maintains preference in all phases of employment for Alaska Native, American Indian (AN/AI) and Native Hawaiian people, including direct lineal descendants and foster or traditionally adopted children. Also included are non-Native head of household member of Native families, which includes foster or traditionally adopted Native children. DETAILS OF EMPLOYMENT: • Location : 1800 N Laurel Dr, Palmer, AK 99645 and project site • Supervisor: Project Manager • Schedule: Monday – Friday. 8:00 a.m. – 5:00 p.m. Full-time (40 hrs/week), three-year position. • Salary: $31.41 per hour. Plus full benefits: Federal Employee Health Benefits (FEHB) medical, dental, vision, life insurance, paid leave and holidays, and retirement plan with matching contributions. To Apply: Submit Resume to: Human Resources at hr@kniktribe.org For more information or to download the job description visit www.kniktribe.org/careers

The Tech Academy delivers cost-effective and self-paced online coding boot camps that are tailored for beginners with no prior technical or coding knowledge. Our certification programs thoroughly cover in-demand skills for the tech industry, are endorsed by stellar online reviews and designed to fit around your personal schedule to prepare you for your tech career with a well-rounded tool kit. We have been offering thorough, budget-friendly, flexible, and trusted coding boot camps for over a decade. Founded in 2014, The Tech Academy specializes in certifying students in a wide range of technical specialties, including: AI, coding, cybersecurity, data science, app development, design, web development, and more. After your coding boot camp, our job placement specialists will provide you with career guidance. Our team has successfully placed over 1,000 graduates in technical positions, with most making an average of more than $30/hour in their first job after graduation. Here is an overview of The Tech Academy's certification programs: 1. FLEXIBLE SCHEDULING & SELF-PACED TRAINING 2. BEGINNER-FRIENDLY COURSES 3. WELL-ROUNDED & THOROUGH TRAINING 4. AFFORDABLE & BUDGET-FRIENDLY TUITION 5. OVER 1,000 5-STAR REVIEWS ONLINE 6. JOB PLACEMENT TRAINING & ASSISTANCE The Tech Academy’s online certification programs start at $5,980, with multiple tuition financing options available. Start your journey into the technology industry today with one of our award-winning online coding boot camps! Find out more here by contacting us here: https://thetechacademy.us Your dream job in tech is just a Tech Academy boot camp away!

Futurex is seeking talented individuals with a passion for technology and an interest in business to join our team as a Technical Support Engineer for our 2nd shift from 4:00 pm - 12:00 am (CT). This position is hybrid (on-site and remote) at Futurex’s Engineering Campus in Bulverde, 15 miles north of San Antonio, Texas. This position involves individuals in both the business development and IT support for Futurex’s advanced line of cryptographic security solutions. Initially, individuals in this position work to develop a deep knowledge of Futurex technology and industry standards by participating in our software quality assurance process. This progresses into customer support and sales with Tier-1 organizations worldwide. RESPONSIBILITIES INCLUDE: Provide ongoing technical support and guidance to Futurex’s global customer base from 4:00 pm - 12:00 am CT Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry Apply business knowledge and technical ability to create state-of-the-art solutions to help enterprises secure their sensitive data Train customers on the Futurex product line and data security best practices Help develop customer IT environments and provide project management services for custom initiatives Write and maintain technical documentation released to the public Understand industry-specific APIs and protocols used when interfacing with external systems Requirements REQUIREMENTS 3-5 years experience in a related IT field Bachelor’s degree in cybersecurity, or a technical and/or business related major Broad information technology background Strong communication skills Strong problem-solving skills Flexibility to assist in several different departments of the company STRONGLY PREFERRED Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance Experience with TCP/IP networking Experience with multiple architectures and platforms Experience with OpenSSL, Linux, scripting (Python, Perl, Bash) Experience with technical support, sales, or quality assurance Benefits Competitive compensation and opportunities for advancement Opportunity to travel to worldwide destinations Health, dental, vision, life, and short/long-term disability insurance Paid vacation, holidays, and sick leave Complimentary gym membership on Bulverde campus Retirement plan with employer contribution match Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals

The Tech Academy delivers cost-effective and self-paced online coding boot camps that are tailored for beginners with no prior technical or coding knowledge. Our certification programs thoroughly cover in-demand skills for the tech industry, are endorsed by stellar online reviews and designed to fit around your personal schedule to prepare you for your tech career with a well-rounded tool kit. We have been offering thorough, budget-friendly, flexible, and trusted coding boot camps for over a decade. Founded in 2014, The Tech Academy specializes in certifying students in a wide range of technical specialties, including: AI, coding, cybersecurity, data science, app development, design, web development, and more. After your coding boot camp, our job placement specialists will provide you with career guidance. Our team has successfully placed over 1,000 graduates in technical positions, with most making an average of more than $30/hour in their first job after graduation. Here is an overview of The Tech Academy's certification programs: 1. FLEXIBLE SCHEDULING & SELF-PACED TRAINING 2. BEGINNER-FRIENDLY COURSES 3. WELL-ROUNDED & THOROUGH TRAINING 4. AFFORDABLE & BUDGET-FRIENDLY TUITION 5. OVER 1,000 5-STAR REVIEWS ONLINE 6. JOB PLACEMENT TRAINING & ASSISTANCE The Tech Academy’s online certification programs start at $5,980, with multiple tuition financing options available. Start your journey into the technology industry today with one of our award-winning online coding boot camps! Find out more here by contacting us here: https://thetechacademy.us Your dream job in tech is just a Tech Academy boot camp away!