Senior Help Desk Technician

uiccareers-uicalaska; Anchorage (AK); On-site; USD 93,677,000 - 107,453,000; Full time

Job summary

Bowhead is seeking a Senior Help Desk Technician (On-Site) in Anchorage, AK to provide in-person, phone, and email support for end-users. You will diagnose issues, document requests, and escalate where needed while maintaining high customer satisfaction.

The role requires strong Windows, AD/Azure, and M365 knowledge, plus hands-on hardware experience. The candidate will manage hardware and software deployments, support video conferences, and interface with vendors.

Qualifications

• Bachelor's degree in MIS/CS or related field.
• 4+ years in technical support or helpdesk.
• A+ or Network+ certification.

Responsibilities

• Serve as initial contact for IT issues and questions.
• Diagnose and resolve technical issues and escalate when needed.
• Document requests in the ticketing system and track to resolution.
• Provide on-site and remote support for devices and networks.
• Imaging of desktops/laptops (SCCM/Azure Intune a plus).
• Configure and troubleshoot video conferences for meetings.

Skills

Windows OS

Active Directory & Azure AD

M365 MFA & BitLocker

PowerShell scripting

PC hardware support

End-user support

Communication skills

Education

Bachelors in MIS/CS or related field

Tools

SCCM

Azure Intune

Office 365 admin

Job description

Overview

SENIOR HELP DESK TECHNICIAN (BHAK):

Bowhead is currently seeking/searching for a qualified On-Site Senior Help Desk Technician to deliver exceptional technical assistance to our end-users in Anchorage, AK. The selected candidate will be accountable for offering comprehensive support through in-person consultations, telephone communications, and email correspondence, with the aim of addressing client concerns related to computer malfunctions and inquiries pertaining to hardware and software. The ideal candidate will possess robust communication abilities, extensive technical knowledge, and a steadfast commitment to prioritizing customer satisfaction.

Responsibilities

Essential Functions include:

• Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
• Accurately diagnose and resolve technical issues.
• Effectively elevate issues to the appropriate resources when necessary
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
• Ability to prioritize work and exercise good judgement while managing multiple tasks.
• Provide operational technical support to clients both on-site and remote relating to company managed equipment.
• Manage ongoing maintenance and deployment of new hardware and software for device life cycle.
• Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.
• Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
• Act as an escalation point to Tier 1 group regarding any application – or hardware – related inquiry or issues relating to Microsoft Office, Windows OS, etc.
• Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus.
• Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings.
• Prepare workstations, including the setup and configuration of laptops and desktops.
• Interface with hardware vendors to facilitate repair and installation.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers.

Qualifications

• Proficiency with current Windows OS
• Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker.
• Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint.
• Experience with PowerShell scripting.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals.
• End-User desktop support, mobile device support, email support, phone support, etc.
• Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
• Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning.
• Proficient in information organization, with a keen eye for detail and effective prioritization.

Education & Experience

• Bachelor’s Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred. Degree may be substituted for experience on a year-to-year basis.
• Four or more (4+) years’ experience in a technical support or helpdesk role

Certification Requirements

• A+ or Network+ Certificate required

Targeted salary is $34.84/hour based on qualifications and experience.

Physical Demands

• Ability to sit/stand for prolonged periods of time; confined to workstation.
• Ability to lift objects up to 50 lbs.
• Prolonged use of video display terminals.
• Ability to ID and distinguish colors.
• Frequent travel from primary place of work.
• Deadlines that require a quick turnaround or demands for work product.
• Reach/relocate items above shoulder.

SECURITY CLEARANCE REQUIREMENTS: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.

Please note that the salary information is a general guideline only. Bowhead considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.