Help Desk Technician

About Hansen Gress

Hansen Gress has been trusted by local businesses in Juneau, Alaska to provide managed IT services since 2005; we are the oldest and largest managed services provider (MSP) in Alaska’s capital city. We have a strong commitment to client satisfaction and strive to always teach clients how to feel more comfortable and confident with their technology over time. As a result of this foundation, we are growing rapidly. Our team has expanded from 2 to 14 people in the past 6 years and we are looking to grow toward 20 in the coming years.

Our client base has also grown dramatically and consists of some of Juneau’s most recognizable businesses, including many nonprofit organizations. We interact with a wide variety of over 70 clients, such as helicopter tour operators, arts and culture organizations, healthcare practices, breweries, movie theaters, resources for survivors of domestic violence, fish processing plants, and more.

The Opportunity

Hansen Gress, an IT support firm, is seeking a Help Desk Technician to join our rapidly growing team. We are looking for someone who loves solving problems, wants to help others feel confident with their technology, is invested in teaching and communicating their thought processes to others, and is eager to apply these skills! A great customer service personality is more important to us than an extremely technical resume.

The position is full-time and offers flexible hours. Our company is dynamic with many opportunities for both personal and professional growth.

Responsibilities

• Ensure a positive client experience while troubleshooting and fixing issues relayed through tickets, phone calls, emails, and/or in-person conversations
• Clearly communicate with clients to fully understand their issue and explain your solution, suggesting new processes for them to use if applicable
• Work on tickets as requests come in for urgent assistance, such as approving application installs, procuring new materials, and managing licensing
• Tackle tickets assigned to you by a supervisor to engage in longer projects for clients
• Call vendors on behalf of clients and work with the vendors to resolve issues
• Visit client offices in-person to physically assist in diagnosing and resolving issues
• Be available to help clients during evenings and weekends
• Serve as help desk deputy 4 - 6 times per year
• May perform other duties as required or assigned

What You Bring to the Table

• Previous experience in a similar position - 1 - 2 years working at an IT help desk or related experience
• Strong orientation towards customer service - Friendly, enthusiastic, kind, and respectful demeanor when engaging with clients in-person, over email, and on the phone
• Advanced problem-solving skills - Ability to see “big picture” and identify ways to stop recurring problems; Recognition of what you do not know and ability to ask for help
• A self-starter nature -Skills to manage a large workload by setting priorities and ensuring tasks are fully completed; Ability to work with time-sensitive requests
• Passion for technology - Excitement about uses of technology for social good, the ever-changing devices available, and/or new platforms to implement
• Ability to thrive in a changing environment - Comfort with flexibility; Enthusiasm to be part of a growing business
• Eagerness for professional development -Curiosity to expand your technical knowledge with the support of Hansen Gress (we will provide training!)
• Ability to be discreet - Capacity to maintain the confidentiality of sensitive information
• Belief in the shared mission of Hansen Gress - “to nurture and protect user experience”

Minimum Qualifications

• Ability to pass a basic background check for airport security badging
• Driver’s license (or willingness to get one) and the ability to drive. Driver policies apply. Please note: we do not expect you to have a car.

The Application Process

We will review applications on a rolling basis until this position is filled. To apply, please email careers@hansengress.com with your resume and your response to one of the following questions in 4-8 sentences:

• Describe your most positive experience working with an IT customer service representative. What made that experience great and how would you create similar experiences for our clients?

Or:

• Why do you want to work at Hansen Gress? What are you hoping to learn in this position?

Compensation & Benefits

Pay is $18-24 per hour depending on experience and qualifications. Benefits include health insurance (with vision coverage), retirement plans, flexible scheduling policies, and coverage of mobile device plans. Additional benefits and perks are available and can be negotiated.

Hansen Gress is a Great Place to Work

Employee satisfaction and growth is important to us! We are committed to helping employees dedicate approximately 20% of their paid time to personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities. .

Hansen Gress is committed to equal treatment and opportunities for all employees and job applicants. We are dedicated to building an inclusive and diverse company and have no tolerance for discrimination or harassment. We strive to provide meaningful opportunities for all, particularly those who have been traditionally marginalized in tech fields.

Job Types: Full-time, Permanent

Pay: $18.00 - $24.00 per hour

Expected hours: 40 – 60 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays
• Weekends as needed

Ability to Commute:

• Juneau, AK 99801 (Required)

Ability to Relocate:

• Juneau, AK 99801: Relocate before starting work (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $18 - $24