ANR - Helpdesk Specialist; AISG CDRS

Alaska Northstar Resources (ANR) currently seeking a candidate to work as a remote, full time Helpdesk Specialist on the AISG CDRS program. The CDRS Help Desk Specialist serves as the primary technical point of contact and subject matter resource for the Corporate Data Repository System (CDRS). In this role, the specialist is responsible for logging, triaging, investigating, and resolving user inquiries and technical issues associated with the CDRS platform.

Additionally, this role oversees the Interface Control Document (ICD) lifecycle—coordinating updates, maintaining documentation standards, and ensuring compliance across integrated systems. The specialist collaborates closely with cross-functional Scrum teams, business stakeholders, and technical leads to maintain system reliability, streamline intake workflows, and support continuous improvement.

• CDRS Support & Issue Resolution
• Serve as the frontline technical support specialist for all user inquiries, access requests, and incident reports regarding the Corporate Data Repository System (CDRS).
• Manage, prioritize, and resolve incident and service request tickets within Jira Service Desk, ensuring adherence to defined Service Level Agreements (SLAs).
• Troubleshoot data ingestion discrepancies, repository access permissions, query errors, and other issues.
• Escalate complex technical bugs and system defects to the Scrum team and/or leadership.
• Author and send emails informing the CDRS user base of system release information, policy changes, and planned or unplanned outages.
• Interface Control Document (ICD) Administration
• Facilitate and manage the end-to-end Interface Control Document (ICD) workflow, ensuring interface specifications between CDRS and connected subsystems are current and accurate.
• Review incoming ICD change requests, coordinate reviews with data architects and interface owners, and track document approvals through completion.
• Research and standardize interface metadata for registration in the CDRS data dictionary.
• Collaboration & Agile Delivery
• Actively engage with the Scrum team, participating in daily stand-ups, backlog grooming, sprint planning, and retrospective sessions as needed.
• Translate recurring help desk inquiries and user pain points into actionable user stories, feature requests, or technical bug tickets in Jira.
• Knowledge Management & Documentation
• Author, organize, and update standard operating procedures (SOPs), user manuals, and FAQs within Confluence.
• Maintain user access requests throughout their lifecycle within SharePoint.
• Conduct user onboarding, walkthroughs, and knowledge-sharing sessions to promote system adoption and self-service capabilities.
• General & Additional Duties
• Track support metrics, ticket volumes, and resolution times to generate monthly support performance reports.
• Perform routine administrative checks and audits of user accounts and permissions within the CDRS environment.
• Perform other related technical support and operational duties as assigned by leadership.

• Candidate must US Citizen
• Candidate must have a High School Diploma
• Candidate must be eligible to obtain and maintain common access card (CAC)
• Candidate must have 3+ years' experience with the following:
  • Technical Helpdesk, application support, and/or data operations
  • Ticketing & Service Management:
    Proven experience managing incident workflows and service queues in Jira Service Desk (or similar ticket management tool).
  • Collaboration & Knowledge Platforms:
    Demonstrated proficiency using Confluence and SharePoint or technical documentation and collaboration.
  • Problem-Solving:
    Strong analytical troubleshooting skills with an ability to isolate root causes in complex data…