Help Desk Representative

Calista Brice LLC; Fairbanks (AK); On-site; USD 25,000 - 36,000; Full time

Job summary

Calista Brice LLC is seeking an entry-level Help Desk Representative to provide first-line IT support to employees. You will troubleshoot basic hardware and software issues, assist with Microsoft Office applications, and document requests in a ticketing system.

The role emphasizes strong communication, the ability to learn quickly, and a professional customer-service approach. Candidates with 3–6 months of related experience are preferred, with no prior extensive IT background required.

Qualifications

• High School Diploma or equivalent is required.
• Strong communication and interpersonal skills are preferred.
• Completion of Microsoft Office coursework or certification is preferred.
• 3–6 months of Help Desk/IT Support experience is preferred.
• Familiarity with ticketing systems like Zendesk or ServiceNow is preferred.

Responsibilities

• Provide first-level technical support via phone, email, or in person.
• Troubleshoot basic hardware, software, and network issues.
• Assist users with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Log, track, and document help desk requests using ticketing software.
• Escalate complex issues to higher-level IT staff as needed.
• Support user account setup and password resets.

Skills

Customer service

Strong communication

Active listening

Time management

Teamwork

Confidentiality

Adaptability

Problem solving

Independent working

Education

High School Diploma or equivalent

Tools

Zendesk

ServiceNow

Job description

JOB SUMMARY:

The Help Desk Representative provides technical support to end-users across the organization. This entry-level role is ideal for candidates with 3 to 6 months of hands‑on experience and completed coursework in Microsoft Office (Word, Excel, Outlook, PowerPoint). The ideal candidate has a passion for helping others, strong communication skills, and a desire to grow their IT career.

Calista Brice LLC
Regular

ESSENTIAL FUNCTIONS:

• Provide first-level technical support to employees via phone, email, or in person.
• Troubleshoot basic hardware, software, and network issues.
• Assist users with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Log, track, and document help desk requests and resolutions using ticketing software.
• Escalate complex issues to higher-level IT staff as needed.
• Support user account setup, password resets, and basic system access needs.
• Provide excellent customer service and maintain a professional demeanor in all interactions.
• Assist with IT-related administrative tasks, as assigned.
• Work in a constant state of alertness and in a safe manner.
• Perform other duties as directed.

SUPERVISORY FUNCTIONS:

This position does not have supervisory responsibilities.

KNOWLEDGE, SKILLS, & ABILITIES:

• Basic understanding of Microsoft Office applications (Word, Excel, Outlook, PowerPoint), including common troubleshooting steps.
• Familiarity with Windows operating systems and basic navigation.
• Awareness of basic IT concepts such as file management, network connectivity, and user permissions.
• Understanding of customer service principles and best practices.
• Introductory knowledge of help desk ticketing systems and workflow.
• Strong verbal and written communication skills to effectively explain technical concepts to non-technical users.
• Basic troubleshooting and problem-solving skills for software, hardware, and connectivity issues.
• Data entry and documentation skills using ticketing or case management systems.
• Time management and organizational skills to prioritize multiple support requests.
• Active listening and interpersonal skills to assess user needs quickly and accurately.
• Ability to remain calm and professional under pressure or when dealing with frustrated users.
• Ability to follow instructions, procedures, and protocols with accuracy and consistency.
• Ability to learn and adapt to new technologies and systems quickly.
• Ability to work independently and collaboratively within a team.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Basic knowledge of Active Directory, including user account management, password resets, group membership, and common directory functions related to end-user support.

MINIMUM QUALIFICATIONS:

• High School Diploma or equivalent required.
• No prior experience required; however, 3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience is preferred.
• Completion of Microsoft Office coursework or certification (e.g., Word, Excel, Outlook) is preferred.
• Basic understanding of computer systems, mobile devices, and other tech tools is preferred.
• Strong communication and interpersonal skills is preferred.
• The ability to learn quickly and follow technical instructions is preferred.
• Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, or similar) is preferred.
• An interest in pursuing a career in IT support or systems administration is preferred.
• Ability to pass drug and background screening.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Calista Brice’s IT team has a fast‑paced, multi‑tasking, customer service‑oriented office environment requiring a high degree of efficient and effective performance. Adaptability regarding schedule and task changes is necessary to accommodate changing priorities.

PREFERENCE STATEMENT

Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).

EEO STATEMENT

Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non‑work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non‑discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.

REASONABLE ACCOMMODATION

It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.

This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.