Help Desk Specialist (RFT)

This position is responsible for performing specialized duties in the provision of service desk support to technology end users.

Work is performed and duties are carried out in accordance with established policies, procedures, and Borough core values: Accountability, Customer Focus, Dedication, Integrity, Responsiveness and Teamwork.

K1 - K5 - DOE

High school diploma or equivalent, and specialized training in the field of work including college courses, certificate program, apprenticeship, etc.

Three years of experience in the occupational field, sufficient to understand the major duties of the position. Relevant experience includes: customer service skills and experience troubleshooting end-user technology in a ticket-based support environment. Additional experience includes supporting Microsoft 365 applications and services, workstation imaging and deployment, software distribution, asset management, user account administration, and collaboration with other IT teams to resolve issues and improve processes. Strong communication skills, the ability to explain technical concepts to non-technical users, effective prioritization, and professionalism in a dynamic environment are essential for success in this role.

Possession of or ability to readily obtain a valid driver’s license issued by the State of Alaska for the type of vehicle or equipment operated. Must be at least 19 years of age with one (1) year of driving experience.

Must successfully pass a pre-employment background check, drug screen, and physical.

• Serves as Tier I/II level support to troubleshoot and resolve hardware, software, printer and peripheral issues, fulfilling service and training requests.
• Analyzes and troubleshoots problems via telephone, email and on-site.
• Provides interpretation and documentation of issues and resolution in the ticketing system.
• Provides on-site IT support for emergency response drills and incidents.
• Support and troubleshoots VOIP phone system.
• Sets up IT security access for new employees; disables access for terminated employees; manages changes to employee permissions.
• Utilizes enterprise tools for computer imaging, automating software deployments, software patching, asset management, licensing compliance, computer security and reporting.
• Configures, administers, manages and utilizes the incident management software for tracking and reporting all IT related services requests.
• Assists in the development and establishment of standards, strategies, guidelines and procedures.
• Monitors environment for incidents and works to find resolutions.
• Manages hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals.
• Provides oversight and functional direction of assigned contractor daily activities.
• Performs related duties.