Help Desk Representative

Calista Corporation; Fairbanks (AK); On-site; USD 32,000 - 42,000; Full time

Job summary

Calista Brice LLC is seeking an entry-level Help Desk Representative to provide first-level IT support to employees. Ideal candidates have 3–6 months hands-on experience and coursework in Microsoft Office, with a passion for helping others and strong communication skills.

You will troubleshoot basic hardware, software, and network issues, log tickets, and assist with password resets and account setup. Teamwork and customer service excellence are essential in this fast-paced environment.

Qualifications

• High School Diploma or equivalent required; 3–6 months help desk/IT support or customer service preferred.
• Completion of Microsoft Office coursework or certification is preferred.
• Basic understanding of computer systems, mobile devices and tech tools is preferred.

Responsibilities

• 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 (Word, Excel, Outlook, 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.

Skills

Customer service

Communication

Time management

Active listening

Problem solving

Documentation

Independent work

Education

High School Diploma or equivalent

Tools

Zendesk

ServiceNow

Microsoft Office

Job description

Regular JOB SUMMARY

Calista Brice LLC Regular 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.

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

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.

Thank you for your interest in Calista Brice! We are a group of 22 subsidiaries offering construction, environmental, technical, and equipment services. All our subsidiaries work cohesively under the Calista Brice umbrella. This allows us to leverage our strengths, provide comprehensive solutions for our clients, and create limitless career opportunities for our teams.

Build Your Career

Discover your career potential with our family of 22 diverse companies. When you join us, you'll experience the best of both worlds - the resources and stability of a large organization with the personalized attention and flexibility of a smaller firm. For over 60 years, we've been committed to helping our team members thrive while tackling exciting projects across North America and beyond.

Our Priority

We work hard every day to take care of what matters most - our people.

Our companies offer comprehensive benefits for the betterment of our employees and their families. Our benefits package includes competitive wages, paid time off, career development programs, 401k with company matching, tuition assistance, and a variety of options for medical, dental, and vision insurance. For our Union companies and employees, we honor our labor agreements and work cooperatively with our union leadership to be the preferred employer.