Join The Team

Job Summary

The Senior Solution Consultant – Dynamics 365 Finance & Operations (F&O) will utilize best practices and methodologies to design, implement, and maintain Microsoft Dynamics 365 F&O for our clients. This consultant will work extensively with internal teams, clients, and vendors providing subject matter expertise and hands-on implementation experience. This is an experienced consultant position and must have ability to deliver exceptional customer service. This position will be expected to accomplish a full range of functional implementation duties from pre-sales assistance, business requirements gathering, and design/configuration to testing, training, and client support independently and with a team.

Essential Functions

• Learn, utilize, and promote the Arctic IT’s Project Implementation Methodology
• Lead client meetings to gather business requirements and map to the solution
• Perform gap analysis from requirements gathered to solution proposed
• Complete design/configuration of the Microsoft Dynamics 365 F&O and key third-party products
• Complete project documentation such as: Functional Requirements Document, Functional Customization Specifications, User Acceptance Test Scripts, and End User Training Documentation
• Build integrations to perform data conversion tasks and additional integrations based off requirements
• Lead all tasks relating to feature testing, solution testing, and user acceptance testing
• Perform end user training for clients in a one on one, webinar and classroom style settings
• Provide application support for clients
• Assist with escalation support for help desk
• Work with management to keep projects on schedule and recommend needed action to meet deadlines
• Assist marketing with tasks such as seminars and case studies
• Perform demonstrations of solutions to clients
• Design/create financial statements with Management Reporter and other financial reporting tools
• Mentor Solution Consultants
• Support Functional Consulting Manager with various duties
• Obtain and maintain ERP solutions certifications, as applicable
• Exemplify professional, clear, timely communication in all interactions to include follow-ups where possible

Work Environment

The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Work for this role is also performed in a home office. Telecommuters are expected to have sufficient home office space that appears neat, organized and professional when on video meetings. Travel is required and varies around 25%.

Qualifications

• Bachelor’s degree in Accounting, Business, Computer Science, or related field
• 5+ years of Microsoft Dynamics 365 F&O solution implementation experience
• 5+ years of industry and/or consulting experience
• Strong understanding of software implementation life cycle, project management, business process management, requirements definition, functional design, quality management, and change management
• Strong Financial module experience with an accounting background
• Valid driver’s license and insurance
• Applicants subject to government security investigations and tribal gaming investigations and must meet eligibility requirements related to the clearance process
• Strong interpersonal and communication skills
• Microsoft Office 365 experience

Preference Statement

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

Note: The direct apply link for this job is:

*Hitting the Apply Now button will take you job posting on the Doyon, Limited website.  This is our parent company.

Job Summary

OVERNIGHT SHIFTS AVAILABLE:

• Sunday-Wednesday 6:00PM-6:00AM
• Wednesday-Saturday 6:00PM-6:00AM

Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the System Administrator (Tier 3) and Support Center Management. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 Technical Support Analyst. Typically, the Senior Technical Support Analyst will work on resolving intermediate problems, this includes troubleshooting methods such as verifying physical equipment issues, networking problems, uninstalling/reinstalling software applications, verification of proper hardware and software setup, assistance with application navigation and a higher level of end user training with supported business applications.

Essential Functions

• Deliver technical support over the phone remotely and in person; understands support processes
• Use approved tools to assist in daily tasks such as ConnectWise Toolset, MS Intune, SCCM, etc.
• Provide instructions to clients on basic desktop, peripheral, and mobile device usage
• Troubleshoot workstation-based software issues with:

• Microsoft Supported Windows Operating systems
• Microsoft Supported Office/O365
• Local and network printers
• Adobe
• Apple Mac Operating systems
• Sophos and other major AV brands
• Able to add users and join workstations, to a domain and assign permissions per procedures
• Apply basic troubleshooting to server-based software issues with:

• Cloud Services
• Microsoft Supported Windows Server
• Microsoft Supported Exchange
• Microsoft Supported SQL Server
• Microsoft Supported Terminal Server and Remote Desktop Services
• Sophos and other major AV brands
• Knowledge and understanding of DNS, the Internet and mail flow
• Administer Microsoft Office 365

• Manage and delete user accounts
• Manage Skype/Teams for Business
• Manage SharePoint
• Licensing levels to include subscription offerings
• Knowledge of backup solutions including Barracuda and others
• History of working with  various server/workstation peripherals such as POS equipment (cash drawers, credit card readers, tablets) USB printers, PIV card readers, etc.
• Learn and understand 3rd party applications
• Learn client key business processes to provide effective troubleshooting, resolution, or workarounds
• Communicate with vendors for RMA and troubleshooting purposes
• Maintain appropriate documentation including client technical documentation, “how to” documentation, knowledge base articles, internal procedures/processes, etc.
• Identify efficiencies for Arctic IT and our clients
• Work well with clients at all levels, from executive to IT to end user
• Accurately enter and maintain issue information including notes and resolution
• Actively participates as a member of the Arctic IT team
• Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation
• Submits timesheets and expenses accurately and timely
• Other duties as assigned

Qualifications

• Possess High school diploma or GED required, some college preferred
• 2+ years of relevant experience in a technical help desk environment with demonstrated advancement of skills
• Certifications are beneficial but not required. Desired certifications/examinations include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA
• Knowledge of MS Dynamics365 a plus
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed
• Strong phone contact handling and active listening skills
• Valid driver’s license, insurance, and reliable personal vehicle
• Ability to travel to client sites as needed, leveraging personal vehicle for local dispatch

Preference Statement

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

Note: The direct apply link for this job is:

*Hitting the Apply Now button will take you job posting on the Doyon, Limited website.  This is our parent company.

Job Summary

Provide initial technical support to clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. The Technical Support Analyst is responsible for receiving information, diagnosing symptoms, and resolving IT-related problems. This position will need to deliver client service within specified service levels. Typically, the Technical Support Analyst will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software setup, and assistance with navigating around application menus.

Essential Functions

• Firstline responder to incoming issues through chat, email-generated tickets, or phone
• Direct unresolved issues to the next level of support personnel
• Troubleshoot straightforward workstation-based software and hardware issues with:
  • Microsoft supported Windows Operating systems
  • Microsoft supported Office/O365
  • Adobe
  • Apple Mac supported Operating systems (workstations)
  • Sophos and other major AV brands
  • Component failure and pending failure behavior
  • Failed startup beep codes
  • Computer event logs and 3^rd party alerting tools
  • Local and network printers, as well as other peripherals such as keyboards and monitors

• Assist users with basic “How do I?”, “Where do I?”, etc. type of technical questions
• Understands and troubleshoots basic user permissions and workstation interaction in domain and workgroup environments
• Understands and administers user level tasks in the Microsoft Office 365 environment
  • Learn the difference between sync’d and cloud environments
  • Learn licensing levels to include subscription offerings
  • Learn and perform various user account actions such as password resets, applying appropriate licensing, litigation hold, and disabling

• Assist in system monitoring to identify and react to alerts, backups events, connectivity, and security events
• Learn and understand basic functions of 3rd party applications
• Understands and uses documentation including client technical documentation, “how to” documentation, knowledge base articles, internal procedures/processes, etc. Suggest updates to existing documents to keep current.
• Accurately enter and maintain issue information including notes and resolution
• Performs more complex tasks (directly supervised or manager approved) to gain experience or to assist with real-time support needs
• Contribute to team goals such as:  SLA requirements, resolution, and client satisfaction
• Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation
• Work well with clients and the intra-company team at all levels, from executive to IT to end user
• Actively participate as a member of the Arctic IT team
• Submit timesheets accurately and timely
• Other duties as assigned

Qualifications

• Possess High school diploma or GED required, some college preferred
• 2+ years of relevant experience in a technical help desk environment preferred
• Certifications are beneficial but not required.  Desired certifications/examinations include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA (such as Exam 70-697: Configuring Windows devices)
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed
• Valid driver’s license, personal auto insurance and reliable personal vehicle
• Ability to travel to client sites as needed, leveraging personal vehicle for local dispatch

Preference Statement

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

Note: The direct apply link for this job is:

*Hitting the Apply Now button will take you job posting on the Doyon, Limited website.  This is our parent company.

Job Summary

The Account Manager is responsible for managing the client portfolio of Arctic IT across IT and Application Managed Services accounts.  The Account Manager is the main advocate for their clients internally and externally facing.  This role is ultimately responsible for client satisfaction, managing expectations, managing contractual obligations, client retention, setting technical strategic roadmaps, etc.  This role is in constant communication with their clients through phone, email, and on-site visits. This is a non-managerial role.

Essential Functions

Service Delivery, Customer Service, and Satisfaction:

• Serves as the primary point of contact (externally) for client service issues
• Communication expert – presents clients with difficult news in a delicate manner
• Sensitive to client’s perception and expectations
• Works to keep communication flowing and productive between Arctic IT (consultants, management, sales, etc.) and client
• Identify and promote opportunities to improve our processes and service delivery
• Identifies and escalates as needed on client satisfaction issues
• Proactively reviews tickets to identify trends and areas of business need

Customer Business Reviews, Account Management:

• Manage multiple clients simultaneously (20-40 clients)
• Drive multi-year contract renewal and identify up-sell opportunities and transition to AE
• Facilitate communication for client requests through Arctic IT processes for procurement, engineering, SOW’s, etc.
• Review and deliver proposals to client
• Maintains awareness on active projects and seeks PM updates for awareness during routine communication
• Verify client invoices (Managed Services) are correct, and address billing issues to assure timely payment
• Ensure both the company and clients adhere to contract terms
• Prepare client technology roadmaps and educate clients on technology trends
• Maintain contact with clients through phone calls, site visits, and formal Client Business Reviews (CBR)

Sales/Pre-Sales Support:

• Assist in pre-sales for qualified opportunities to fast track relationship with potential clients

Customer Onboarding:

• Leads onboarding of new managed services clients, coordinates schedules, expectations, billing timing, etc. working with client key contacts and the Arctic IT internal team
• Conducts orientation for new clients including explaining roles and relevant Arctic IT operations to clients

Client Operations:

• Work with the team on strategies to ensure proactive IT operations management
• Recommends training or other knowledge-based improvements
• Collaborates to develop operational goals and a plan to achieve these goals
• Other duties as assigned

Qualifications

• Bachelor’s degree in business or another related field preferred.  Equivalent work experience considered as a substitute.
• 3+ years of combined technical account management, technical consulting, system administration, business applications or network administration experience
• Must have valid state driver’s license, reliable personal transportation, and auto insurance
• Ability to acquire appropriate clearance as required by client
• Overnight travel will periodically be required

Preference Statement

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

Note: The direct apply link for this job is:

*Hitting the Apply Now button will take you job posting on the Doyon, Limited website.  This is our parent company.