Service Desk Analyst

University of Alaska; Fairbanks (AK); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Retirement options

Annual leave

12 paid holidays per year

Tuition waivers for employees and my/3

Job summary

The University of Alaska Fairbanks seeks an energetic, tech-savvy Service Desk Analyst to join the Nanook Technology Services team. You will be the first point of contact for students, faculty, and staff, helping resolve issues with desktops, laptops, applications, and access.

Grow your expertise across Canvas, Google Workspace, and UA tools, assisting customers by phone, chat, in person, email, and via the service request platform.

Qualifications

• Associates degree or 3 years experience in IT or related field.
• Excellent customer service skills or demonstrated ability to learn.
• Ability to support and troubleshoot systems, workstations, and peripherals with minimal supervision.

Responsibilities

• Provide frontline IT support for desktops, laptops, printers, and mobile devices.
• Assist customers via phone, chat, in person, email, and service request platform.
• Document support requests and troubleshooting steps clearly.

Skills

Customer service

Troubleshooting

Teamwork

Documentation

Education

Associates degree

Job description

The University of Alaska Fairbanks seeks an energetic, tech-savvy people-person to join the team as a Service Desk Analyst. The Service Desk is a member of the Nanook Technology Services team and serves UAF and UA customers as the first point of contact for technology support. You will work directly with students, faculty, and staff to understand their needs and resolve issues with desktops, laptops, applications, resource access, and more!

Growth in this role includes developing expertise across the portfolio of technology services UAF and OIT offer, including Canvas, Blackboard, and Google Suite. You will use that knowledge to assist customers on the phone, over chat, in person, through emails, and via the service request platform.

Effective communication and people skills come into play as you work in diverse teams focused on identifying and improving technology solutions. As your knowledge and expertise grow, you will participate in project teams and collaborations across the UA system.

We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful.

To thrive in this role, we are seeking candidates who have:

• Customer Service Skills: Excellent communication and interpersonal skills to interact effectively with customers; Ability to explain technical concepts and solutions to non-technical individuals; and strong customer service orientation and ability to provide support with empathy and patience.
• Technical and Analytical Skills: Proficient in troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices; Basic understanding of computer hardware components and peripherals; Knowledge of Microsoft Office Suite, Google Workspace Suite and other common business applications; and critical thinking aptitude to solve complex problems.
• Teamwork and Collaboration: Ability to work effectively in a team environment and collaborate with colleagues; Willingness to share knowledge, contribute to team discussions, and assist teammates; and must be able and committed to work within a purpose-focused, culture of accountability where you own your results.
• Documentation and Reporting: Ability to accurately document support requests, troubleshooting steps, and solutions; and proficiency in creating clear and concise technical documentation and knowledge articles.

Minimum Qualifications:

Associates degree or 3 years experience in a relevant field (i.e. Information Technology or related field), or an equivalent combination of training and experience. Excellent customer service skills or demonstrated ability to learn. Ability to support and troubleshoot systems, workstations, and peripherals and work with minimum supervision.

Position Details:

This position is located on-site on the UAF Troth Yeddha' campus in Fairbanks, Alaska. This is a full-time, non-exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage. New hires will be placed on the UA Staff Salary Schedule, Grade 78, based on education and experience.

Application review will begin on Thursday, October 8, 2026. To ensure consideration, please submit your application by 11:55 PM Alaska Standard Time on Wednesday, October 7, 2026.

This position is part of a bargaining unit represented by the Coalition of Alaska University Staff for Equity (CAUSE)-UAW.

To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process.

The University of Alaska is an Equal Opportunity/Equal Access Employer and Educational Institution. The University is committed to a policy of non-discrimination against individuals on the basis of any legally protected status.

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.