IT Helpdesk Specialist

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 55,000 - 76,000; Full time

Job summary

Municipality of Anchorage Information Technology seeks a Service Desk Analyst to handle IT incidents and service requests received by phone, email, web or in person. You will document, triage, and resolve or escalate issues to ITD resources as needed.

The role requires guiding customers on hardware/software use, troubleshooting, and maintaining desktop configurations. A relevant degree with experience and the ability to obtain CJIS clearance within 30 days are expected.

Qualifications

• High school diploma, GED, or equivalent.
• Five (5) years of MIS experience working with clients on resolving computer problems and/or configuring hardware, software and network facilities.
• Associate’s degree in Computer Science or related field with 3 years MIS experience.
• Bachelor’s degree in Computer Science or related field with 1 year MIS experience.
• A valid State of Alaska Driver’s License with satisfactory driving record at time of hire.
• CJIS background check within 30 days of hire.

Responsibilities

• This position processes IT incidents and service requests via telephone, email, web, and in person, documenting, triaging, and resolving or escalating as needed.
• Provides technical advice, guidance and informal training to customers using hardware and software.
• Troubleshoots and restores service by analyzing, identifying, and diagnosing faults and symptoms; configures and maintains desktop software/hardware.

Skills

MIS experience 5+ years

MIS experience 3+ years

MIS experience 1+ year

Education

Associate’s degree in Computer Science, or related field

Bachelor’s degree in Computer Science, or related field

Job description

Municipality of Anchorage Information Technology seeks a Service Desk Analyst to handle IT incidents and service requests received by phone, email, web or in person. You will document, triage, and resolve or escalate issues to ITD resources as needed.

The role requires guiding customers on hardware/software use, troubleshooting, and maintaining desktop configurations. A relevant degree with experience and the ability to obtain CJIS clearance within 30 days are expected.