Campus IT Support Technician (Tier 1-2)

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 42,000 - 62,000; Full time

Job summary

Alaska Pacific University is seeking an IT Support Technician to provide Tier 1 and 2 technical support for students, faculty and staff, and to monitor the support desk. You will set up and maintain Windows workstations and printers, coordinate new employee technology onboarding, manage accounts, and track issues through resolution using the ticketing system.

Strong customer service and clear communication are essential, as is the ability to diagnose hardware and software issues and share best

Qualifications

• High school diploma or GED equivalent.
• Two years of non-supervisory IT experience.

Responsibilities

• Provide Tier 1 and 2 technical support for University students, faculty, and staff.
• Monitor the IT support desk, answer the phone, assist walk-in requests, and manage the ticket system.
• Initial assessment of trouble ticket calls, resolving where possible, escalating to appropriate resource when necessary.
• Track issues through resolution, monitor ticketing system and assist other team members in closing tickets.
• Effective use of diagnostic tools, logs, remote access, and system documentation in resolving end user technology problems.
• Setups, maintains, and supports Windows workstations and printers.
• Coordinates new employee technology support, orientation, and setup of computers and peripherals.
• Coordinates supply inventory and technology equipment sign out.
• Consults with system users to determine requirements / needs, analyze and identify solutions to meet University requirements.
• Manages academic accounts and user administration.
• Shares best practices with the team to enhance the quality and efficiency of technology systems.
• Performs other duties as assigned or required.

Skills

Customer service

Technical troubleshooting

Communication

Project management

Education

High school diploma or GED

Job description

Alaska Pacific University is seeking an IT Support Technician to provide Tier 1 and 2 technical support for students, faculty and staff, and to monitor the support desk. You will set up and maintain Windows workstations and printers, coordinate new employee technology onboarding, manage accounts, and track issues through resolution using the ticketing system.

Strong customer service and clear communication are essential, as is the ability to diagnose hardware and software issues and share best