What are the responsibilities and job description for the IT Support Technician I position at Goldbelt?
Overview
Goldbelt Incorporated is an urban, Alaska Native, for-profit corporation with offices in Juneau, Alaska, and Herndon, Virginia. Its primary purpose is to manage assets and conduct business for the benefit of over 4,000 Alaska Native shareholders.
Summary:
The IT Support Technician Tier I will serve as the first tier of support with Goldbelt employees to solve incidents and to troubleshoot while providing above average customer service to maximize results on each support incident. The Tier I Technician will work with the IT Manager on different projects to facilitate a growing IT department and company response to technology upgrades.
Qualifications
Necessary Skills and Knowledge:
- Must be willing to answer phones, email, and provide remote support
- Able to provide IT Support to all levels of an organization; up to and including C-level
- Experience using a Ticketing System (i.e., ZenDesk, ServiceNow, etc.)
- Experience supporting 100 or more users (on-site and remote users)
- Experience supporting Windows 10 / Windows 11 / M365 Applications
- Experience supporting iPads / Tablets / Laptops / Desktops / Mobile Phones
- Experience with Managing Accounts (AD, AZURE AD, VoIP, Mobile Device Management, etc.)
- Experience imaging and deploying laptops
- Excellent communication (written and verbal)
- Excellent Customer Support (phone and in-person)
- Must be a self-starter and maintain a positive attitude
- Ability to lift at least 30 pounds and be comfortable moving various computer equipment
Minimum Qualifications:
- Associate degree or equivalent years of experience
- 2 - 3 years of IT Support experience within an enterprise environment
- Minimum of two years in Information Technology field
Preferred Qualifications:
- Bachelor’s degree in Information Technology
- Cloud (Microsoft Azure) and Microsoft 365 certifications
- Microsoft Technology Associate (MTA 93-349) OR Microsoft Certified Solutions Associate (MCSA – Windows 10)
- Experience working with 8(a)companies or Alaska Native Corporations
- Local candidates and Shareholders strongly preferred
Responsibilities
Essential Job Functions:
- Manage daily monitoring of the ticket queue, M365 Portal, preventative maintenance including wire management, testing, labeling, routine software upgrades, deletions, and modifications
- Provide basic support and troubleshooting to include:
- Password resets
- Printer configurations
- Break/fix instructions
- Ticket routing and escalation to Level 2 and Level 3 support
- Gain exposure to the entire IT network for Goldbelt’s operations and have the opportunity to assist with special projects as needed
- Assist with special projects as needed
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