Service Desk Specialist II: End-User Tech & Desktop Support

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 55,000 - 75,000; Full time

Job summary

Alaska Railroad Corporation (ARRC) seeks a Service Desk Specialist II to provide end-user support across desktop hardware, software, printers and peripherals. You will troubleshoot via in-person, phone, or remote access, maintain equipment, and ensure service levels by monitoring ticket queues and escalating when needed.

The role requires deep knowledge of PC configurations, AD, Exchange, and ITIL-based help desk practices, with strong customer service and communication skills.

Qualifications

• Three years of experience as a computer technician and supporting a Microsoft Active Directory environment.
• Experience with Exchange and remote control tools and ITIL-based help desk practices.
• Strong customer service and interpersonal skills with the ability to work in a team.

Responsibilities

• Provides end-user support and maintains hardware, software, and devices to ensure workstation performance.
• Takes ownership of queries and follows through to resolution or escalation to Tier 2/3.
• Monitors ticketing/work management systems for timely responses and issue closure.
• Manages device and account lifecycles, provisioning, and password resets.
• Travels to local/remote sites as needed to install or service equipment.

Skills

Active Directory

Microsoft Exchange

Customer service

Remote support

Tools

Remote access tools

Helpdesk software

Job description

Alaska Railroad Corporation (ARRC) seeks a Service Desk Specialist II to provide end-user support across desktop hardware, software, printers and peripherals. You will troubleshoot via in-person, phone, or remote access, maintain equipment, and ensure service levels by monitoring ticket queues and escalating when needed.

The role requires deep knowledge of PC configurations, AD, Exchange, and ITIL-based help desk practices, with strong customer service and communication skills.