**SUMMARY** Support a US Navy Customer Relationship Management (CRM) system running on Salesforce and serving over 1M users. Author, review, and share Help Desk and training related materials. **ESSENTIAL DUTIES & RESPONSIBILITIES** + Maintain Tier-II trouble desk. + Support customers with reported issues in a pleasant and professional manner. + Establish accounts, grants access, and assist with user access issues. + Answer specific questions about installation, operation, configuration, customization, and usage of assigned products. + Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. + Escalate complex problems to senior level contract support team members. + Maintain threaded discussion and message board functionality. + Create and edit online training for other Help Desk personnel. + Work with development team to troubleshoot and identify problems with the site. + Support Test Team members. + Attend meetings with various working groups to provide input as needed. + Assist with creating and distributing weekly Customer metrics Reports. + Create and update Usability Guides. + Maintain regular and punctual attendance. + Perform other duties as assigned. **SUPERVISORY RESPONSIBILITIES** None. **Job Requirements:** **MINIMUM QUALIFICATIONS** + Must have active CompTIA Security+ certification or must be able to obtain and maintain the CompTIA Security+ certification within two (2) months of the first day of employment. + Must complete Salesforce Platform App Builder, Platform App Developer I, and Trailhead training within two (2) months of the first day of employment. + Tier-II knowledge of hardware and/or software products required. + Must have strong working knowledge of Microsoft Office products. + Must be able to read, write, and speak fluent English. + Must be able to obtain and maintain a security clearance (U.S. citizenship required). + Must obtain and maintain any necessary security access and/or background checks. **DESIRED QUALIFICATIONS & SKILLS** + Bachelors’ degree in technology related field preferred. + Two plus (2+) years’ experience with Salesforce CRM or other CRM system, and customer help desk environments preferred. + Demonstrate professionalism and a customer service-oriented approach in all interactions. + Ability to provide accurate, timely, and professional resolution on all supported issues. + Ability to diagnose and resolve technical issues and escalate when appropriate. + Experience with JIRA and Slack is a plus. + Excellent communication and interpersonal skills. + Strong organizational skills and detail oriented. + Demonstrated ability to perform diverse duties while operating under time constraints. + Demonstrated accuracy and thoroughness; monitors own work to ensure quality. **TRAINING REIMBURSEMENT AGREEMENT** Specialized training and certifications are required for this position. Training and exam costs will be provided by Katmai. Employees will be required to sign a Training Reimbursement Agreement that states that if unable to complete certifications within two months after employment starts or if employment is terminated within the first year, all or a percentage of the training costs must be reimbursed. Details of this reimbursement agreement will be described in a separate document. **WORK SCHEDULE** Full-time. May be required to work additional hours as needed to complete assignment or project. **TRAVEL** The expected travel time is less than 10%. **DRIVING REQUIREMENTS:** Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%. **WORK ENVIRONMENT** Work is expected to be remote; however, the company reserves the right to require onsite work. **PHYSICAL DEMANDS** Position consists of sitting for long periods of time, bending, stooping, crouching, and lifting weights up to 10 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities. **COMPENSATION AND BENEFITS** **:** + Pay is $60,000 to $75,000 per year. + Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Voluntary Disability Insurance (STD & LTD), Time Off Benefits (Paid & Unpaid), 401(k) Savings Plan with employer matching, FSA, EAP, and more. **_Compliance:_** _To be considered for this position, all applicants must apply on the company website,_ _https://katmaicorp.com/life-at-katmai/_ _We are a VEVRAA Federal Contractor_ _We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law._ _https://katmaicorp.com/life-at-katmai/#equal\_opportunity_ _Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i)._ _Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees._ **Requisition ID:** 3785