Help Desk Specialist (1000 Hour)

Matanuska-Susitna Borough; Palmer (AK); On-site; USD 28,000 - 48,000; Part time

Job summary

Matanuska-Susitna Borough in Palmer, Alaska is seeking a part-time IT service desk technician to provide afternoon coverage with occasional evening hours for public meetings. You will troubleshoot hardware, software, and connectivity issues, assist end users via phone, email, remote and on-site channels, and document requests in our ticketing system while delivering friendly service.

Responsibilities include operating meeting software, managing remote callers, and facilitating public

Qualifications

• Strong experience troubleshooting hardware, software, printers and connectivity in a ticketing environment.
• End-user support across phone, email, remote and on-site channels with customer service focus.
• Experience with Microsoft 365 apps and services; imaging and software deployment; asset management.
• Knowledge of IT service management and ticketing systems; user account administration.

Responsibilities

• Serve as Tier I/II support to troubleshoot and resolve hardware, software, and peripheral issues.
• Analyze and resolve problems via telephone, email and on-site visits.
• Document issues and resolutions in the ticketing system for tracking.
• Provide on-site IT support for drills/incidents and support VOIP phone systems.
• Set up security access for new employees and revoke access for exiting staff.
• Use enterprise tools for imaging, patching, asset management and reporting.
• Configure incident management software to track and report IT service requests.
• Assist in developing standards and procedures; monitor environment for incidents.
• Oversee hardware lifecycle including decommissioning and disposal; guide contractors.
• Perform related duties as assigned.

Skills

Troubleshooting

End-user support

Ticketing system

Microsoft 365

Imaging & deployment

Asset management

VOIP

Customer service

Education

High school diploma or equivalent

Specialized IT training / certificate programs

Tools

Microsoft 365

Imaging/deployment tools

Asset management software

Incident management software

Job description

This is a part-time position that primarily works an afternoon schedule to provide service desk coverage during normal business hours as well as occasional evening hours to support public meetings and other scheduled events.

Responsibilities include operating specialized meeting software to manage remote callers, monitoring participant and call queues, troubleshooting audio, video, and connectivity issues, and facilitating public testimony and participation during live meetings.

Candidates should be comfortable providing real-time technical support in a public-facing environment while ensuring meetings run smoothly and efficiently.

Evening meeting support is a regular part of the position and may occur multiple times each month based on meeting schedules.

Work is performed and duties are carried out in accordance with established policies, procedures, and Borough core values: Accountability, Customer Focus, Dedication, Integrity, Responsiveness and Teamwork.

K1 - DOE

High school diploma or equivalent, and specialized training in the field of work including college courses, certificate program, apprenticeship, etc.

Three years of experience in the occupational field, sufficient to understand the major duties of the position.

Relevant experience should include troubleshooting and resolving hardware, software, printer, peripheral, mobile device, and connectivity issues in a ticket-based support environment; providing end-user support through phone, email, remote, and on-site channels; using IT service management and ticketing systems to document, track, and resolve service requests; supporting Microsoft 365 applications and services; workstation imaging and deployment, software distribution, asset management, user account administration; and collaborating with IT teams to resolve issues and improve processes while delivering excellent customer service.

Possession of a valid driver's license issued by the State of Alaska for the type of vehicle or equipment operated. Must be at least 19 years of age with one (1) year of driving experience.

Must successfully pass a pre-employment background check, drug screen, and physical.

• Serves as Tier I/II level support to troubleshoot and resolve hardware, software, printer and peripheral issues, fulfilling service and training requests.
• Analyzes and troubleshoots problems via telephone, email and on-site.
• Provides interpretation and documentation of issues and resolution in the ticketing system.
• Provides on-site IT support for emergency response drills and incidents.
• Support and troubleshoots VOIP phone system.
• Sets up IT security access for new employees; disables access for terminated employees; manages changes to employee permissions.
• Utilizes enterprise tools for computer imaging, automating software deployments, software patching, asset management, licensing compliance, computer security and reporting.
• Configures, administers, manages and utilizes the incident management software for tracking and reporting all IT related services requests.
• Assists in the development and establishment of standards, strategies, guidelines and procedures.
• Monitors environment for incidents and works to find resolutions.
• Manages hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals.
• Provides oversight and functional direction of assigned contractor daily activities.
• Performs related duties.