Desktop Support Representative I

Calista Brice-posted 6 days ago

$28 - $32/Yr

Full-time • Entry Level

Onsite • Anchorage, AK

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As the Desktop Support Representative I, you will work on site in Anchorage, AK, and will provide first-level technical assistance to Calista Brice end users by installing, maintaining, troubleshooting, and repairing desktop systems, software, peripherals, and related technology. Working under the direction of the Desktop / Endpoint Manager, this position supports daily IT operations through timely response to service requests, accurate documentation, and effective customer service. You will ensure that all technology issues are addressed in accordance with established procedures, service levels, and security requirements. This role contributes to the organization’s operational efficiency by assisting with user setups, equipment deployment, system updates, and continuous improvement of IT processes. Travel to various company locations may be required to deliver on-site support.

Provide technical troubleshooting, repair, upgrades, and maintenance of desktop systems through phone, remote access, and on-site support.
Document service activities and maintain accurate logs of repairs, fixes, and system changes.
Monitor and track assigned service requests to ensure completion within required timelines.
Recommend system or application adjustments to improve reliability and prevent recurring issues.
Communicate with customers about service status, recurring issues, and recommended solutions.
Provide basic technical training and guidance to end users.
Participate in ongoing training to maintain current knowledge of desktop technologies and support processes.
Configure and deploy hardware, software, and related equipment for new users.
Travel to client sites as needed to provide on-site support.
Create and update IT documentation, procedures, and reference materials.
Work in a constant state of alertness and in a safe manner.
Perform other duties as directed.

Knowledge of Desktop Services and Support environments, best practices, and security requirements.
Knowledge of Microsoft Office applications and other standard business applications.
Familiar with Remote Access products (Microsoft Remote Desktop, Citrix, ShareFile, GoToMeeting).
Knowledge of LANs, WANs, TCP/IP and networking configuration and components.
Knowledge of basic computer programming, commonly used concepts, practices, and procedures of computer science.
Excellent skills related to the diagnosis and resolution of IT-related issues.
Ability to install, configure, maintain, and upgrade desktop hardware and software applications.
Excellent organizational and time management skills with the ability to prioritize, multi-task, and confidentially process and maintain data with accuracy.
Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
Effective oral and technical written communication skills to effectively communicate information to others as well as to present information in front of a group.
Ability to provide a high level of customer service, including active listening, prompt service and follow-up.
Ability to convey information clearly, effectively, and professionally.
Ability to assist Users in choice of appropriate hardware and software – desktops, laptops, tablets, smartphones, scanners, printers.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
Ability to learn and understand corporate policies and procedures and how they relate to Calista Brice’s goals.
Highly self-motivated; able to work on own initiative.
Ability to work effectively in a stressful environment.
Ability to operate a motor vehicle in a safe and efficient manner.
Associate’s degree or vocational certificate in applicable technical discipline required; equivalent experience may be considered in lieu of degree when accompanied by current IT certifications (i.e. A+, Network+).
Minimum of one (1) year of experience in technical support of a computer network and desktop environment.
Ability to travel intracity in Alaska for work related purposes 20% - 25% of the time, as needed.
Valid state driver’s license and qualified to operate a vehicle under the conditions of the Company’s Driving Policy.
Ability to pass drug, driving, and background screenings.

Relevant professional certifications preferred.

Competitive wages and bonus programs
Annual performance reviews with recommendations on training to achieve your goals.
Mentorship Program
Tuition reimbursement.
Health insurance through the Federal Employee Benefit Program (FEHB) with many plans to choose from with ridiculously low employee premiums.
FSA health care and/or dependent care/HSA with HDHP.
Dental and Vision Insurance.
Employee Assistance Program for you and your family.
Company paid Life Insurance, AD&D, LTD.
Voluntary paid Life Insurance and AD&D as well as STD, Accident, Cancer/Critical illness, and Whole Life Insurance.
Paid time off (based on an employee having 2080 paid regular hours per year (40 hours per week). May increase per years of service in eligible status.)
0-2 years 15 days
3-5 years 23 days
6-9 years 27 days
10-14 years 30 days
15-19 years 33 days
20 or more years 37.5 days
10 Regular Holidays, 1 Bonus – Work Anniversary “Floating” Holiday. Eligible after 1 year of service, must be taken within the calendar year.
401(K) match at $0.50 on the dollar up to 6% of your contribution.

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