Senior Help Desk Technician
On-siteAnchorage, Alaska, United States
Job Summary
Serve as the initial contact for reporting technical issues and answering questions regarding software, hardware, and network problems. Accurately diagnose and resolve incidents, effectively escalate issues when necessary, and clearly document requests in the ticket management system. Provide on-site service support, installation, and configuration for PCs, smart devices, telephony, and network solutions, including imaging of desktops and laptops using System Center Configuration Manager or Azure Intune. Manage ongoing maintenance, deployment of new hardware and software, and setup of video conferences for internal and external meetings. Act as an escalation point to Tier 1 for application and hardware inquiries, interface with vendors for repairs, and manage small projects while communicating with IT Managers and Engineers.
Required Qualifications
- Proficiency with current Windows OS
- Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker
- Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint
- Experience with PowerShell scripting
- Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals
- End-User desktop support, mobile device support, email support, phone support, etc.
- Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes
- Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning
- Proficient in information organization, with a keen eye for detail and effective prioritization
- Bachelor's Degree in Management Information Systems, Computer Science, or related field
- Four or more (4+) years' experience in a technical support or helpdesk role
- A+ or Network+ Certificate
- US Citizenship
- Ability to sit/stand for prolonged periods of time
- Ability to lift objects up to 50 lbs
- Prolonged use of video display terminals
- Ability to ID and distinguish colors
- Frequent travel from primary place of work
- Deadlines that require a quick turnaround or demands for work product
- Reach/relocate items above shoulder
- Candidates must be able to successfully pass a background check
Desired Qualifications
- Degree may be substituted for experience on a year-to-year basis
- Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus
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