IT Support Technician

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 42,000 - 62,000; Full time

Job summary

Alaska Pacific University is seeking an IT Support Technician to provide Tier 1 and 2 technical support for students, faculty and staff, and to monitor the support desk. You will set up and maintain Windows workstations and printers, coordinate new employee technology onboarding, manage accounts, and track issues through resolution using the ticketing system.

Strong customer service and clear communication are essential, as is the ability to diagnose hardware and software issues and share best

Qualifications

• High school diploma or GED equivalent.
• Two years of non-supervisory IT experience.

Responsibilities

• Provide Tier 1 and 2 technical support for University students, faculty, and staff.
• Monitor the IT support desk, answer the phone, assist walk-in requests, and manage the ticket system.
• Initial assessment of trouble ticket calls, resolving where possible, escalating to appropriate resource when necessary.
• Track issues through resolution, monitor ticketing system and assist other team members in closing tickets.
• Effective use of diagnostic tools, logs, remote access, and system documentation in resolving end user technology problems.
• Setups, maintains, and supports Windows workstations and printers.
• Coordinates new employee technology support, orientation, and setup of computers and peripherals.
• Coordinates supply inventory and technology equipment sign out.
• Consults with system users to determine requirements / needs, analyze and identify solutions to meet University requirements.
• Manages academic accounts and user administration.
• Shares best practices with the team to enhance the quality and efficiency of technology systems.
• Performs other duties as assigned or required.

Skills

Customer service

Technical troubleshooting

Communication

Project management

Education

High school diploma or GED

Job description

IT Support Technician

Alaska Pacific University

Provide Tier 1 and 2 technical support for University students, faculty and staff.

REPRESENTATIVE DUTIES

Provides end user technical support

Monitors the IT support desk answering the phone, assisting walk-in requests, and managing support ticket system.

Initial assessment of trouble ticket calls, resolving where possible, escalating to appropriate resource when necessary.

Tracks issues through resolution, monitors ticketing system and assisting other team members in closing tickets.

Effective use of diagnostic tools, logs, remote access, and system documentation in resolving end user technology problems.

Setups, maintains, and supports Windows workstations and printers.

Coordinates new employee technology support, orientation, and setup of computers and peripherals.

Coordinates supply inventory and technology equipment sign out.

Consults with system users to determine requirements / needs, analyze and identify solutions to meet University requirements.

Manages academic accounts and user administration.

Shares best practices with the team to enhance the quality and efficiency of technology systems.

Performs other duties as assigned or required.

KNOWLEDGE and SKILLS

Excellent customer service skills

Knowledge of computer systems, networks, software and hardware.

Skill in managing multiple projects and deadlines effectively, prioritizing customer needs and determining urgency and impact of request.

Skill in communicating effectively, both verbally and in writing.

Skill in diagnosing and resolving computer hardware and software issues.

Skill in presenting complex technical information to non-technical audiences.

MINIMUM EDUCATION QUALIFICATION

High school diploma or GED equivalent.

MINIMUM EXPERIENCE QUALIFICATION

Non-Supervisory: Two (2) years computer experience working in an Information Technology environment.

MINIMUM PHYSICAL REQUIREMENTS

The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Working in office areas throughout the university. Must be able to sit for at least 4 hours at a time. Must be able to lift, push, pull and move a minimum of 50 pounds repeatedly. While performing the duties of this job, the employee is occasionally required to stand; walk; sit, reach with hands and arms; climb stairs; balance, or kneel. Work situations may be subject to exposure to change in weather.

Anchorage, AK