POSITION DESCRIPTION
Help Desk Technician

INFORMATION
Job Class: Technician
Type of Position: Non-Exempt
Location of Work: Juneau, AK
Salary Grade(s): 7-8
Hours of Work: M-F, 8:00 am – 4:30 pm
Employment Category: Regular, Full-Time

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.

REPORTING RELATIONSHIPS
Reports To: IT Manager
Supervises: N/A

ESSENTIAL FUNCTIONS
• 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
• Assist the Help Desk Coordinator
• 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

DECISION MAKING AUTHORITY
Spending Authority: TBD
Other Authority: TBD

NECESSARY SKILLS AND KNOWLEDGE
• 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 Help Desk Administrator 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
• 3 years related experience

Substitution:
• Associate degree from an accredited college in computer networking, computer science or a closely related field may substitute for one year of the required work experience

OR

• Industry standard certification such as MCP or CCNA may substitute for one year of the required work experience

UNUSUAL PHYSICAL REQUIREMENTS OR RESTRICTIONS
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.

CONDITIONS OF HIRE:
• All employment at Tlingit & Haida is “at will”. This means that the employee or Tlingit & Haida may terminate employment at any time and for any reason. Unless specified in writing, no term of employment is expressed or implied for this position.
• Tlingit & Haida is a no tolerance workplace. All regular employees may be required to pass a pre-employment and subsequent random drug and alcohol screening to be eligible for and maintain employment.
• Tlingit & Haida requires a criminal background check be conducted on all employees. All employment offers are conditional until federal criminal background check results verify your eligibility to work for Tlingit & Haida.