Computer Support Specialist III

ASRC; Alaska; On-site; USD 60,000 - 80,000; Full time

Job summary

ASRC is seeking an experienced Computer Support Specialist I/II in Alaska to deliver Level 2/3 desktop support, triage, and troubleshooting. The role emphasizes strong customer service, executive/VIP support, and collaboration with leadership.

Responsibilities include responding to service desk incidents, repairing hardware/software issues on laptops/desktops, imaging, builds, deploying, and training fellow technicians. Travel to remote locations in Alaska may be required.

Qualifications

• Five years of Desktop Support experience in a Microsoft environment.
• Proven knowledge of patch management.
• Experience setting up networks, maintaining accounts and security.

Responsibilities

• Respond to Service Desk incidents and requests in the desktop support queue.
• Troubleshoot and resolve hardware/software issues on laptops, desktops, and peripherals.
• Repair, refresh, upgrade, and maintain PCs and related equipment.
• Install images and create build/deploy documentation for ASRC business.
• Provide training for other Computer Support Specialists.

Skills

Customer Service

Communication

VIP Support

Network Fundamentals

System Fundamentals

Training

Education

High school diploma or equivalent

Tools

Active Directory

Remote Desktop

Patch management tools

Job description

The individual works independently to deliver high quality Level 2/3 support which includes all triage and troubleshooting activities associated with Computer Support Specialist I & II. May provide training in various aspects of the Computer Support Specialists duties. The incumbent will exhibit strong Customer Service, communication skills, and have provided Executive/VIP support in a current or previous role. The incumbent may be asked to take point on application performance issues and must have in-depth knowledge of network and system fundamentals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

(and other duties as assigned)

1. Works closely with leadership to ensure proper application of diagnostics and outstanding Customer Service skills.
2. Responds in a timely fashion to Service Desk Incidents, Service Requests, Problem Requests, and other requests that are assigned to the desktop support queue.
3. Troubleshoots and resolves hardware/software related performance and break/fix problems with laptop computers, desktop computers, PDA’s, printers, scanners and other PC based peripherals.
4. Repairs, refreshes, upgrades, builds, and maintains laptops and PC’s and other IT related equipment.
5. Responsible for maintenance , upgrade, installation and configuration of the equipment outlined above
6. Works closely with desktop engineering as a conduit for new solutions and processes that need to be transitioned to desktop support
7. Installs images on new and in-use equipment while working closely with desktop engineering to provide feedback on image modifications/enhancements. Creates build and deploy documentation for each unique ASRC business.
8. Assists with training of other Computer Support Specialists.
9. Triage, troubleshoot, and resolve virtual (shared and dedicated) desktop related environment issues (e.g., attached storage, networking).
10. Is assigned to key technology projects with EUS and may be assigned to cross-functional IT projects as the senior technical resource for desktop support
11. Provide support for other desktop support technicians at satellite/remote locations while primary technician is out of office (e.g., vacation), including support to the identity management team.
12. Configures and installs end user IP Telephony equipment (phones), as necessary.
13. May be asked to travel on short notice (e.g., urgent requests, Arctic Village travel in Alaska).

LEADERSHIP COMPETENCY REQUIREMENTS FOR INDIVIDUAL CONTRIBUTOR LEVEL

ASRC’s Core competencies include Leading Self, Leading People and Leading the Organization. In addition to our core competency model, our framework includes competencies specific to the various levels of positions within our company. For more information on our core competencies please contact the HR Department and reference the ASRC Leadership Framework.

Time Management

• Uses time effectively and efficiently, concentrating his/her efforts on the more important priorities

Composure

• Is cool under pressure and can handle stress. Can be counted on to hold things together during tough times. Is not knocked off balance by the unexpected. Understands their audience at all times and adapts reasoning and responses accordingly

Self-Development

• Is personally committed to and actively works to continuously improve himself/herself and understands that different situations and levels may call for different skills and approaches

Learning on the Fly

• Learns quickly when faced with new problems and change. Experiments to find solutions and enjoys the challenge of unfamiliar tasks

Functional/Technical Skills

• Has the functional/technical knowledge and skills to do the job at a high level of accomplishment

EDUCATION and/or EXPERIENCE

1. High school diploma or equivalent.
2. Five (5) years of experience in Desktop Support (DTS) in a Microsoft environment.
3. Proven knowledge and skills in patch management.
4. Experience in setting up networks, maintaining accounts and security in a network environment.
5. Demonstrated Outstanding Customer Service skills.
6. Technical certifications are preferred.
7. Detail oriented.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees or customers. Ability to interface at a professional level with Executive/VIP stakeholders and their administrative assistants.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Must be able to deal with ambiguity.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; reach with hands and arms; and to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job includes the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is in a busy office setting. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee may be occasionally exposed to outside weather conditions and may be required to travel in small and large commercial aircraft.

NOTE: This document does not create an employment contract, implied or otherwise. The statements contained herein are intended to describe the principal functions of this position, the level of knowledge and skill typically required, and the scope of responsibilities, but should not be considered an all-inclusive listing of work requirements.

ASRC is a drug-free workplace and pre-employment drug testing is part of the hiring process.

ASRC and its family of companies is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, religion, disability, protected veteran status or any other legal protected status. EOE: M|F|D|V EEO Poster

Arctic Slope Regional Corporation, an Inupiat-owned corporation created as a result of the Alaska Native Claims Settlement Act.

ASRC’s family of companies apply a shareholder preference in employment, to the maximum extent feasible, as authorized by law.