Help Desk Technician - IT - Juneau

Job Description

Help Desk Technician

Department:
Information Technology

Location:

Juneau

Exemption Status:
Non-Exempt

Pay Grade(s): 7-8

Purpose:

The Help Desk Technician will respond to customer inquiries to provide technical assistance and support via phone, in-person, or remotely, related to computer systems, hardware, and software.

• Respond to help desk tickets via phone, email, in-person, or through remote access.
• Maintain and optimize the operating systems and configurations of workstations.
• Provide technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Record events, problems and their solutions in the help desk ticketing system.
• Perform routine user account administration.
• Provide hardware and software training to individuals and groups.
• Maintain the IT knowledge base and end user documentation.
• Other duties as assigned.

• Knowledge of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve basic technical issues.
• Good problem‑solving, analytical, and teamwork skills.
• Able to read, understand, and apply information in technical manuals and journals.
• Able to communicate well both verbally and in writing with users, co‑workers, and management.
• Able to follow direction of the IT Manager and upper management.
• Able to travel out of town occasionally to support field workers and to attend training.

• High school diploma or equivalent.
• Three (3) years’ related experience.
• Substitution:
  Associate degree from an accredited college in computer networking, computer science or a closely related field may substitute for two years of the required work experience.

N/A

• The majority of work is performed in a professional office setting and is generally sedentary, requiring routine walking, standing, bending, and carrying of items weighing less than 40 lbs.

• Travel on small aircraft or ferry may be required.
• Certain positions at Tlingit & Haida may have exposure to certain hazardous materials or conditions. The supervisor will review these if applicable.