IT TECHNICIAN II - User Support

Fairbanks Native Association; Fairbanks (AK); On-site; USD 60,000 - 80,000; Full time

Job summary

Fairbanks Native Association is seeking a Technology Technician II to provide advanced desktop support and limited Microsoft 365 administration in our operations. You will diagnose complex IT issues, manage user accounts and licenses under supervision, and participate in IT projects to enhance overall system functionality.

Responsibilities include implementing security measures, documenting procedures, and training staff to improve productivity and collaboration across the organization.

Qualifications

• Education: Associate degree in Computer Science, Information Technology, or related field; equivalent experience considered.
• Experience: At least 2 years IT support including Microsoft 365 administration and basic network management.

Responsibilities

• Provide advanced desktop and peripheral support to keep systems running with minimal downtime.
• Administer Microsoft 365: user accounts, licenses, mailbox configurations under supervision.
• Participate in IT projects such as migrations, upgrades, and 365 integrations.
• Support security and compliance for Microsoft 365 including DLP and threat protection.
• Document procedures and train users to improve productivity and collaboration.

Skills

Technical Proficiency

Microsoft 365 Expertise

Security Awareness

Problem-Solving Skills

Communication

Education

Associate degree (CS/IT)

Bachelor’s degree (CS/IS)

Equivalent professional experience

Tools

Microsoft 365

Job description

The Technology Technician II is a pivotal role aimed at providing advanced desktop support while having limited access to manage specific tasks within the Microsoft 365 environment. This position bridges complex technical support with essential administration of Microsoft 365, emphasizing problem-solving and user assistance.

JOB DUTIES

• Advanced Technical Support: Diagnose and resolve complex issues across desktops, laptops, peripherals, software, hardware, and network systems, ensuring minimal disruption and operational efficiency.
• Microsoft 365 Administration: Manage user accounts, groups, licenses, mailbox configurations, and basic settings under supervision, adhering to security protocols. This includes Exchange Online, Teams, SharePoint, and OneDrive management.
• IT Project Participation: Support and lead IT projects such as desktop optimization, system upgrades, Microsoft 365 integration, and migrations, enhancing system functionality and user experience.
• Security and Compliance: Implement and monitor Microsoft 365 security measures, including compliance policies, data loss prevention, and threat protection strategies.
• User Support and Training: Provide expert assistance and training to users on desktop applications and Microsoft 365 usage, focusing on improving productivity and collaboration.
• Documentation and Process Improvement: Collaborate with the IT team to document procedures, system configurations, and best practices. Recommend and implement corrective solutions for hardware and software issues.
• System and Network Configuration:At entry-level capabilities,configure and install servers, switches, firewalls, access points, and VoIP technologies.
• Service Request Management: Triage issues and service requests via various communication channels. Record, track, and document the problem-solving process, ensuring clear communication and follow-ups with end-users.
• Strategic Planning Support: Assist in developing long-term IT strategies, capacity planning, and business continuity procedures.

NECESSARY KNOWLEDGE, SKILLS, AND ABILITY

• Technical Proficiency: Deep understanding of desktop hardware, software troubleshooting, and network fundamentals.
• Microsoft 365 Expertise: Familiarity with Microsoft 365 administration, including user management and collaboration tools.
• Security Awareness: Knowledge of security protocols, data protection, and compliance regulations like HIPAA.
• Problem-Solving Skills: Strong analytical abilities to diagnose and resolve complex IT issues.
• Communication: Excellent verbal and written communication skills for user support and documentation.

MINIMUM QUALIFICATIONS (Education & Experience)

• Education: Associate degree in Computer Science, Information Technology, or related field. Equivalent professional experience will also be considered.
• Experience: At least 2 years of experience in IT support, including direct exposure to troubleshooting, Microsoft 365 administration, and basic network management.

PREFERRED QUALIFICATIONS (Education & Experience)

• Education: Bachelor’s degree in Computer Science, Information Systems, or related field.
• Certifications: CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar IT certifications.
• Experience: More than 2 years in a technical support role with demonstrated expertise in Microsoft 365, project management, and advanced troubleshooting.