Desktop Support Representative II - JR109792

Holland America-Princess (Holland America Dawson City Inn); Alaska; On-site; USD 65,000 - 85,000; Full time

Job summary

Calista Brice LLC in Fairbanks, Alaska, seeks a Desktop Support Representative II to provide intermediate desktop support, manage user accounts, and document IT processes. The role requires onsite work and occasional travel to client locations.

The ideal candidate will diagnose complex issues, support Microsoft 365 and Exchange, and mentor junior staff while maintaining high service quality.

Qualifications

• Experience with Active Directory, Exchange, and Microsoft 365 in a corporate setting.
• Ability to diagnose complex IT issues and document solutions.
• Excellent communication and customer service skills.

Responsibilities

• Provide intermediate troubleshooting and on-site support for desktop systems.
• Manage user accounts and Active Directory objects.
• Maintain IT documentation and knowledge base.
• Assist with system upgrades and IT projects.
• Ensure professional communication with customers.
• Travel as needed for on-site support.

Skills

Active Directory

Microsoft Entra ID

Exchange

Microsoft 365

Remote access

Networking

Desktop hardware

ITSM practices

Troubleshooting

Customer service

Tools

Citrix

ShareFile

LMIR

Remote Desktop

Adobe Management Portal

Job description

Desktop Support Representative II - JR109792

Calista Brice

Calista Brice LLC

Regular

Why choose us?

Calista Brice is owned by Calista Corporation, an Alaska Native Corporation (ANC) established under the Alaska Native Claims Settlement Act of 1971. ANCs were created to support economic development and self-determination for Alaska's Indigenous peoples. Our work directly contributes to advancing the social, cultural, and economic welfare of over 35,000 Alaska Natives in the Calista Region.

What does Calista Brice do?

Calista Brice is a dynamic family of 20+ companies tackling the toughest challenges in construction, engineering, and environmental services. Founded in 2012 and backed by over 60 years of industry experience, we've grown into a powerhouse group that combines the resources of a large organization with the agility and personal touch of smaller firms.

Our team provides centralized services for our companies, such as IT, HR, and business operational support. We deliver these vital services so our subsidiaries can focus on their specialized work. As part of our team, you'll develop versatile business skills while building relationships across diverse industries and making a meaningful impact on our entire organization. Your expertise will directly support our mission of strengthening our subsidiaries while creating opportunities that benefit Alaska Native communities.

What can you expect?

As the Desktop Support Representative II, you will work onsite in Fairbanks, Alaska, and provide intermediate-level technical support to Calista Brice end users by independently troubleshooting, resolving, maintaining, and administering desktop systems, software, peripherals, user accounts, endpoint technologies, and related IT services. This position handles escalated and more complex technical issues that require greater technical knowledge, judgment, and problem-solving than first-level support. The Desktop Support Representative II supports daily IT operations through timely resolution of service requests, accurate documentation, endpoint and account administration, equipment deployment, and continuous improvement of IT processes. This position may assist with technical projects, system administration tasks, and mentoring or knowledge sharing with less-experienced support staff.

How will you do it?

• Provide intermediate-level technical troubleshooting, repair, upgrades, configuration, and maintenance of desktop systems through phone, remote access, and on-site support.
• Independently diagnose and resolve hardware, software, operating system, connectivity, and endpoint issues that require advanced troubleshooting beyond routine first-level support.
• Investigate recurring or complex technical issues, identify root causes, and recommend system, application, configuration, or process improvements to prevent future incidents.
• Manage and track assigned service requests and incidents, to ensure timely resolution and accurate documentation within established service expectations.
• Create, update, and maintain IT documentation, procedures, technical guides, knowledge articles, and support records.
• Configure, deploy, maintain, and support desktop computers, laptops, tablets, smartphones, printers, scanners, peripherals, and other endpoint technology.
• Create, modify, and remove user accounts and computer objects in Active Directory and support account synchronization for hybrid users.
• Create, modify, and remove user and group objects in Active Directory and apply appropriate email aliases and access-related configurations.
• Manage Exchange distribution groups and mailboxes, including adding, modifying, and removing users and configurations as authorized.
• Support Microsoft Entra ID authentication administration, including viewing, setting, and resetting authentication method information for authorized non-administrative users.
• Maintain and administer technology assets and inventory records, including creating or modifying asset information in ITAM.
• Administer authorized user and device changes within VoIP phone systems..
• Administer authorized access and user/device functions within Apple Business Manager.
• Manage authorized Adobe license assignments and changes through the Adobe management portal.
• Assist with the evaluation and selection of appropriate hardware and software solutions based on user and business requirements.
• Provide technical guidance, training, and knowledge sharing to end users and less-experienced support staff as needed.
• Communicate professionally with customers regarding service status, technical issues, recurring problems, recommended solutions, and expected resolution timelines.
• Participate in IT projects, system upgrades, deployments, testing, and process improvement initiatives as assigned.
• Work in a constant state of alertness and in a safe manner.
• Travel to company or client locations as needed to provide on-site technical support.
• Perform other duties as directed.

Supervisory Functions

This position does not have supervisory responsibilities.

Knowledge, Skills & Abilities

• Knowledge of desktop services and support environments, best practices, security requirements, and standard IT service management practices.
• Working knowledge of Active Directory, Microsoft Entra ID, Exchange, Microsoft 365, endpoint technologies, and user/account administration.
• Knowledge of Microsoft Office applications and other standard business applications.
• Familiarity with remote access products and technologies, including Microsoft Remote Desktop, Citrix, ShareFile, and LMIR.
• Knowledge of LANs, WANs, TCP/IP, networking configuration, and common network components.
• Knowledge of desktop hardware, operating systems, software installation, configuration, maintenance, and troubleshooting.
• Knowledge of mobile device management, endpoint deployment, asset management, and related support technologies.
• Working knowledge of common concepts, practices, and procedures related to computer science and information technology.
• Strong diagnostic and analytical skills related to the identification, troubleshooting, and resolution of complex IT-related issues.
• Ability to independently install, configure, maintain, upgrade, and troubleshoot desktop hardware and software applications.
• Ability to administer user accounts, groups, computer objects, authentication methods, email configurations, and related access within established policies and procedures.
• Ability to analyze recurring problems, identify root causes, and recommend practical technical solutions.
• Excellent organizational and time management skills with the ability to prioritize, multi-task, and confidentially process and maintain data with accuracy.
• Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
• Effective oral and technical written communication skills, including the ability to communicate technical information clearly to both technical and non-technical audiences.
• Ability to provide a high level of customer service, including active listening, prompt service, follow-up, and professional communication.
• Ability to provide technical guidance and share knowledge with less-experienced team members.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, technical procedures, and policy manuals.
• Ability to learn and understand corporate policies and procedures and how they relate to Company’s goals.
• Highly self-motivated and able to work independently with appropriate judgment while knowing when to elevate issues.
• Ability to work effectively in a fast-paced and stressful environment while maintaining professionalism and attention to detail.
• Ability to operate a motor vehicle in a safe and efficient manner.
• Ability to travel