Help Desk Technician I-III

Under the direction of the Senior Manager - IT, the Help Desk Technician acts as a first level problem identification and resolution resource, including answering questions, providing advice, troubleshooting, prioritizing issues, and following up to assist users in solving their technology problems. This position is responsible for escalating issues to senior support staff or vendor support as needed and ensuring timely resolution of all IT requests. This position also documents systems and troubleshooting procedures, manages CIHA’s help desk ticket system, and provides top quality customer service.

A*l*l Levels - Technical Support

· Serve as the first point of contact for all IT related issues, providing hardware, software, and network problem resolution.

· Perform preventive maintenance and assist with routine servicing of hardware.

· Monitor, test, and maintain Windows OS updates.

· Coordinate problem resolution and track and report recurring problems.

· Coordinate and/or perform testing of hardware and software.

· Manage inventory control for computers and peripheral devices.

· Manage software licensing.

· Manage and maintain user access, including user provisioning in Active Directory and access to third party applications.

· Identify, isolate, and resolve problems with information systems products, services, and applications.

· Document issues, troubleshooting steps, and resolutions to system issues

· Manage IT Department documentation.

A*l*l Levels - Training

· Coordinate logistics for staff technical training.

· Develop and maintain user-training tools specific to CIHA’s corporate applications.

A*l*l Levels - Skills/Abilities

· Excellent customer service/interpersonal skills.

· Excellent verbal and written communication skills.

· Strong critical thinking and problem-solving capabilities.

· Working knowledge of PC hardware and software installations, configurations, troubleshooting, and repairs.

· Ability to prioritize workload based on impact and severity while working independently in a team environment.

· Ability to troubleshoot problems by determining causes of operating errors and deciding how to solve them.

· Proven ability to work with people at all levels within an organization and with a wide variety of technical aptitudes.

· Ability to successfully communicate technical information to non-technical audiences.

· Experience with MS Office Suite, MS Operating Systems, Server Administration, Active Directory and Exchange Administration.

· Preferred experience in the following:

Cisco and Meraki Networks, network monitoring software, Kaseya VSA/Vorex and

VMware.

A*l*l Levels - Education and Experience

· Associates Degree in Information Technology/Computer Science from an accredited college or closely related field or experience may be substituted for college on a

year-for-year basis.

· 1 year IT experience and/or technical experience in network or desktop support.

· 2 years customer service experience.

Help Desk Technician II

In Addition to All Previously Listed Education and Experience:

· 2 - 3 years IT experience and/or technical experience in network or desktop support.

· 3 - 4 years customer service experience.

· Preferred certifications: CompTIA A /Network , Microsoft Certifications.

Help Desk Technician III

In Addition to All Previously Listed Activities (Typical Duties / Responsibilities):

· The Help Desk Technician III will assist the Systems Engineer with maintenance of servers, services, and networks.

In Addition to All Previously Listed Skills and Abilities:

· Experience with Cisco and Meraki Networks and VMWare.

· Preferred experience in the following: NetApp, Kaseya VSA/Vorex.

In Addition to All Previously Listed Education and Experience:

· 4 or more years IT experience and/or technical experience in network or desktop support.

· 5 or more years customer service experience.

· Preferred certifications: VMWare, VCA, CCNA.

Cook Inlet Housing Authority provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. Employment preference is given to eligible and qualified Alaska Native or American Indian candidates to the extent required or permitted by applicable law.

Job Type: Full-time

Pay: $25.96 - $43.27 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Anchorage, AK 99503: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Associate (Preferred)

Experience:

• Help desk: 2 years (Preferred)
• Customer service: 2 years (Preferred)

Work Location: One location