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.

Essential Functions. An individual in this role must be able to perform the following functions with or without reasonable accommodation:

• 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, Skills & Abilities. A comprehensive set of capabilities required to perform job tasks effectively:

• 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.

Minimum Qualifications (education, experience, skills):

• 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.

Preferred Qualifications (education, experience, skills):

• N/A

Physical Requirements. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation:

• 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.

Work Environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• 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.