Help Desk Specialist (1000 Hour)

Holland America-Princess (Holland America Dawson City Inn); Palmer (AK); On-site; USD 25,000 - 39,000; Part time

Job summary

Holland America-Princess (Holland America Dawson City Inn) seeks a part-time IT helpdesk technician to provide Tier I/II support in an afternoon-focused schedule in Palmer, Alaska. You will diagnose hardware, software, network and VOIP issues for public-facing users, document resolutions, and assist with on-site and remote support during meetings and events.

The role requires at least three years of IT experience, a high school diploma with specialized training, and a valid Alaska driver’s

Qualifications

• Three years of experience in the occupational field.
• High school diploma or equivalent with specialized IT training.
• Experience troubleshooting hardware, software, printers, peripherals, mobility devices and connectivity.
• Experience with ticket-based end-user support via phone, email, remote and on-site.
• Experience with Microsoft 365 apps and services; imaging and deployment; asset management and user administration.
• Must have Alaska driver’s license; 19+ with one year driving.
• Must pass pre-employment background check, drug screen, and physical.

Responsibilities

• Serves as Tier I/II level IT support to troubleshoot hardware, software, printer and peripheral issues.
• Analyzes and troubleshoots problems via telephone, email and on-site.
• Documents issues and resolutions in the ticketing system.
• Provides on-site IT support for drills and incidents.
• Supports VOIP phone system and user access management.
• Configures imaging, deployments, patching and asset management processes.
• Assists in establishing IT standards and procedures.
• Monitors environment for incidents and resolves issues.
• Oversees hardware lifecycle including decommissioning and disposal.
• Supervises contractor activities as needed.

Skills

Troubleshooting

Hardware issues

Software issues

Printer issues

Peripherals

Moblie devices

Connectivity issues

End-user support

Ticketing systems

Microsoft 365

Imaging deployment

Asset management

User administration

Education

High school diploma

IT training/certificate

Tools

Ticketing systems

Microsoft 365

Imaging deployment

Asset management

Job description

Job Summary

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.

Pay Grade

K1 - DOE

Minimum Requirements

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.

Duties/Responsibilities

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.