Service Desk Specialist II - IT Service Desk - On Site Work Schedule- Anchorage, AK

Alaska Native Tribal Health Consortium (ANTHC); Anchorage (AK); On-site; USD 55,000 - 90,000; Full time

Job summary

The Alaska Native Tribal Health Consortium seeks an IT Service Desk Specialist to join the HIT Service Desk Team under general supervision. You will handle tier 1 and tier 2 support for Windows, macOS, and Linux, assisting with hardware and software issues for a diverse user base.

Responsibilities include incident management, knowledge sharing, and documenting resolutions in ITSM tools. A focus on communication and customer service is essential in ANTHC's dynamic IT environment.

Qualifications

• Associate’s degree in Computer Science or related field; substitutions allowed with equivalent training.
• Service Desk I requires 1 year of computer experience in a networked environment.
• Service Desk II requires 3 years of experience in IT/networked environments.
• Service Desk III requires 5 years of experience in IT/networked environments.
• Preferred certifications: MCSA, ITIL v3, CompTIA A+/Network, Apple, Cisco.

Responsibilities

• Provide tier 1 and tier 2 IT support for hardware and software.
• Resolve incidents, document actions, and track in ITSM tools.
• Setup, configure, and support new/existing workstations and devices.
• Monitor service levels and communicate with users during incidents.
• Create Knowledge Base Articles for knowledge sharing.
• Collaborate with HIT managers and teams on IT projects.

Skills

Customer service

Network protocols

Active Directory

VPN solutions

Windows

Apple/macOS

Linux/Unix

Troubleshooting

Education

Associate degree in Computer Science

Equivalent certifications/training

Tools

Microsoft Active Directory

ITSM tools

Job description

The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction.

ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state.

Our vision: Alaska Native people are the healthiest people in the world.

ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes:

• Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers.
• Cost-Share Dental and Vision Insurances
• Discounted Pet Insurance
• Retirement Contributions with Pre-Tax or Roth options into a 403(b).
• 401(a) ANTHC Retirement Plan: After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer.
• Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service.
• Eleven Paid Holidays
• Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment
• Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members.
• Flexible Spending Accounts for Healthcare and Dependent Care.
• Ancillary Cash Benefits for accident, hospital indemnity, and critical illness.
• On-Site Child Care Facility with expert-designed classrooms for early child development and preschool.
• Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice.
• Tuition Discounts for you and your eligible dependents at Alaska Pacific University.
• On-Site Training Courses and Professional Development Opportunities.
• License and certification reimbursements and occupational insurance for medical staff.
• Emergency Travel Assistance
• Education Assistance or Education leave eligibility
• Discount program for travel, gym memberships, amusement parks, and more.

Visit us online at www.anthc.org or contact Recruitment directly at [e-mail].

Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.

Summary

Under general supervision, works as part of the HIT Service Desk Team on the effective management of incidents through tier 2. Provides advice and guidance to customers and end users. Ensures professional and effective resolution of incidents and requests by the relevant support teams within HIT. Manages service level expectations. Maintains consistent, clear and concise communications links to improve service to and on behalf of ANTHC.

Responsibilities

All Levels:

Uses excellent problem solving, communication, and interpersonal skills along with a patient, positive, and customer-friendly attitude within a dynamic team environment to provide a five-star customer experience. Takes ownership of resolving tier 1 customer service requests related to both hardware and software across a diverse IT landscape. Performs as the primary resource for proactively identifying incidents, incident trends, repetitive incidents or situations, and unusual circumstances that might have an adverse impact on HIT services for ANTHC. Provides customer focused support through tier 2 resolution of a variety of IT related issues, ensuring rapid restoration of normal service operations. Documents and tracks all requests, records all associated activity and resolutions via IT Service Management tools and processes. Utilizes a wide variety of techniques to analyze personal computer and peripheral functionality, identify, locate, repair and resolve incidents within scope up to tier 2 technical support while monitoring for service level adherence. Uses documented incident management processes to acknowledge, route, elevate and report on incidents that affect users as well as critical systems. This includes resolution, documentation, escalation and communication with other teams as well as users. Facilitates knowledge sharing by creating Knowledge Base Articles for support teams and customers to utilize in resolving recurring issues. Provides technical support and assistance, troubleshooting PC hardware, printers, network connectivity for Windows, Apple, and Linux/Unix-based operating systems and application software packages. Responsible for setup, configuration, and support of new and existing workstations (desktops, laptops, tablets, etc.) for internal and external use, including but not limited to applying service patches and hot fixes, installing applications, reviewing event logs, and domain and local security management. Responsible for all aspects of endpoint deployment processes, including imaging, software automation, scripting and documentation. Participates in meetings to analyze and identify future technology needs. Acts as advocate for user community. Articulates user concerns, defines desired results, and recommends solutions. Assists in the development of IT project specifications and modifications, recommends improvement strategies. Participates on incident, problem, change, and release management teams. Participates with HIT managers and co-workers to ensure service level agreements are communicated and understood. Communicates and promotes HIT services to the user community in the event of planned or unplanned events having an impact on IT-related service availability.

Other Information

Performs other duties as assigned or required.

KNOWLEDGE And SKILLS

All Levels:

• Knowledge of customer service concepts and practices.
• Knowledge of networked computer system environments and peripheral device capabilities.
• Knowledge of local area network area network operating principles.
• Knowledge of hardware and software troubleshooting techniques.
• Knowledge of database applications and system management tools.
• Knowledge of basic networking protocols: DNS, VLAN concepts, LAN/WAN, TCP/IP, DHCP.
• Knowledge of Active Directory.
• Knowledge of mobile technologies and VPN solutions.
• Skill in troubleshooting computer systems in a multiple operating system environment.
• Skill in solving technical process problems involving integrated operating systems and hardware platforms.
• Skill in assessing and prioritizing multiple tasks, projects and demands.
• Skill in working independently or as a team member.
• Skill in establishing and maintaining cooperative working relationships with others.
• Skill in operating a personal computer utilizing a variety of software applications.

MINIMUM EDUCATION QUALIFICATION

Service Desk Specialist I, II And III

An Associate’s degree in Computer Science or related field, or completion of equivalent technical training/certifications. Progressively responsible work experience may be substituted on a year-for-year basis for education or training.

Minimum Experience Qualification

Service Desk Specialist I

Non-supervisory – One (1) year of experience working with computers and applications in a networked environment. An equivalent combination of relevant education and/or training may be substituted for experience.

Service Desk Specialist II

Non-supervisory – Three (3) years of computers and applications in a networked environment. An equivalent combination of relevant education and/or training may be substituted for experience.

Service Desk Specialist III

Non-supervisory – Five (5) years of computers and applications in a networked environment. An equivalent combination of relevant education and/or training may be substituted for experience.

Preferred Certification Qualification

• Microsoft Certified Solutions Associate (MCSA) or similar certification (highly preferred)
• ITIL foundations certification v3 (highly preferred)
• CompTIA A+ or CompTIA Network (preferred)
• Apple Certifications ( preferred)
• Cisco network certification ( preferred)