Help Desk Technician

Title Tier 2 Helpdesk Support Tech

Location: Anchorage, Alaska

Duration: 6 month contract to start, possibility to convert or extend.

PR: $25-33/hr

Must Haves

• 1-3 years Microsoft background (Teams, Intune etc)
• 1 year ServiceNow
• 2-3 years experience of IT support experience
• Strong customer service and communication skills

Job Functions: The resource will perform the following Tier 2 support duties and other duties as assigned:

• Technical Support: Provide technical assistance to end-users and clients, resolving escalated issues that Tier 1 support cannot address.
• System Administration: Perform system maintenance tasks such as server updates, patch management, and ensuring system security protocols are followed.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues, either remotely or on-site as required.
• Escalation Point: Act as the primary escalation point for complex technical problems, collaborating with Tier 3 support and other teams to ensure timely resolution.
• Documentation: Maintain accurate records of incidents, solutions implemented, and system configurations.
• User Training: Provide training and guidance to end-users on software and system usage, ensuring they can effectively utilize IT resources.
• Monitoring and Reporting: Monitor systems for performance and security breaches, generating regular reports and recommending improvements.
• Vendor Coordination: Liaise with third-party vendors for support, maintenance, and procurement of IT equipment and services.

Compensation:

$25-33/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law