Level II Service Desk Technician

Tech Wise Systems is a client focused Managed Service Provider serving small and medium sized organizations throughout Alaska. We are currently seeking a skilled and client-focused Level II Service Desk Technician to join our growing team. This position will play a key role in providing technical support, troubleshooting, and delivering exceptional service to our clients.

This is primarily an in-office position with periodic onsite client support and the ability to work remotely after an initial training period. The successful candidate must currently reside in the Fairbanks/North Pole area.

Responsibilities:

• Provide second-level technical support both remotely an in-person for a wide range of IT issues, including hardware, software, and network-related problems
• Interact with clients in a professional and customer-focused manner
• Gather detailed information about reported issues and provide clear and concise solutions
• Collaborate with Level I technicians to provide escalation support and resolve problems
• Initiate escalation support requests with Level III technicians and engineers to help solve complex problems in a timely manner
• Create and update documentation
• Maintain a positive and collaborative relationship with members of the team and with clients
• Work with a wide range or tools including remote management, ticketing, project management, and documentation

Requirements

• Minimum of 3 years of experience as a Service Desk Technician or in a similar role
• Strong knowledge of Windows Operating Systems
• Proficient in troubleshooting hardware, software, and network issues
• Excellent communication and interpersonal skills

Benefits include health insurance, 401K with matching, standardized cost of living adjustments, 12 paid holidays, and 4 weeks of PTO. Since this position requires onsite client support, the successful candidate must reside in the Fairbanks area and have reliable transportation. This is a full time position. Working hours are flexible within a range of 7am - 6pm, Monday - Friday.

Job Type: Full-time

Pay: $28.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• IT Service Desk: 2 years (Required)

Ability to Commute:

• Fairbanks, AK 99701 (Required)

Ability to Relocate:

• Fairbanks, AK 99701: Relocate before starting work (Required)

Work Location: Hybrid remote in Fairbanks, AK 99701

Salary : $28 - $35