IT Support Technician I

Overview

Goldbelt Incorporated is an Alaska Native Corporation (ANC) headquartered in Juneau, Alaska, whose mission is to make a significant and positive difference in the lives of more than 4,200 Alaska Native shareholders. Alaska Native Corporations hold a distinct purpose and share a familiar creation story born in an act of Congress in 1971.  Join a fast-growing “forever” company that manages over 30 subsidiaries and provides centers of excellence in a shared service center model based out of Herndon, Virginia.  At Goldbelt, we place a strong emphasis on recognizing and rewarding the dedication and hard work of our team members in pursuit of our company's mission. We are a team focused on gold standard customer service and professional growth with competitive benefits and profit-sharing plans and help support a business model that gives back to the community of shareholders. 

Summary:

The IT Support Technician (Goldbelt Tram) will work with the Goldbelt IT team on various projects. The primary responsibility will be to serve as the first tier of support with Goldbelt TRAM employees to solve incidents and to troubleshoot and to provide above average customer service in order to maximize results on each support incident.

Qualifications

Necessary Skills and Knowledge:

• Basic understanding of relevant software, tools, and systems used in the corporate environment. This includes a proficiency in standard software applications including Windows, MacOS, and MS Office Suite (Outlook, Word, PowerPoint, and Excel).
• Ability to embrace change, learn quickly, and thrive in a dynamic corporate environment.
• Skill in working harmoniously within cross-functional teams to achieve common objectives.
• Ability to prioritize tasks, manage multiple projects, and meet deadlines.
• Possesses attention to detail and effective problem-solving skills.
• Must have the ability to communicate effectively and diplomatically, both verbally and in writing, with co-workers and with outside agencies, partners, shareholders, and business associates.
• Strong cultural awareness and sensitivity, with the ability to adapt messages and strategies for diverse audiences.
• Basic understanding of relevant software, tools, and systems used in the corporate environment. This includes a proficiency in standard software applications, including Windows and MS Office Suite (Outlook, Word, PowerPoint, and Excel).
• Ability to lift at least 30 pounds and be comfortable moving various computer equipment.

Minimum Qualifications:

• Two years of IT Support experience within an enterprise environment
• Must be willing to answer phones, email, and provide remote support using
• Experience using IT Service Management tools (i.e., ZenDesk, ServiceNow, etc.)
• Experience supporting 50 or more users (on-site)
• Experience supporting Windows 10/11 / MS 365 Applications / MS Servers
• Experience supporting iPads / Tablets / Laptops / Desktops / Mobile Phones / TimeClocks
• Ability to pass a background check

Preferred Qualifications:

• Previous experience working in the tourism industry
• Previous experience working with Alaska Native Corporations (ANCs) and/or previous exposure to Alaska Native cultures.

Responsibilities

Essential Job Functions:

• Daily monitoring of TRAM systems and services
• Providing first-level support to end users via phone, email, tickets, or in-person. Monitoring the ticket queue, SAAS, and MS 365 services
• Preventative maintenance including wire management, testing, labeling, routine software upgrades, deletions, and modifications
• Manage daily monitoring of the ticket queue, Point of Sales software, preventative maintenance including wire management, and modifications
• Provide basic support and troubleshooting to include:
  • Printer configurations
  • Password Resets
  • Break/fix instructions
  • Ticket routing and escalation to Level 2 and Level 3 support
• Gain exposure to the entire TRAM network for Goldbelt operations and can assist with special projects as needed