Desktop Support Representative II

Calista Brice•Fairbanks, AK

3d•Onsite

About The Position

As the Desktop Support Representative II, you will work onsite in Fairbanks, Alaska, and provide intermediate-level technical support to Calista Brice end users by independently troubleshooting, resolving, maintaining, and administering desktop systems, software, peripherals, user accounts, endpoint technologies, and related IT services. This position handles escalated and more complex technical issues that require greater technical knowledge, judgment, and problem-solving than first-level support. The Desktop Support Representative II supports daily IT operations through timely resolution of service requests, accurate documentation, endpoint and account administration, equipment deployment, and continuous improvement of IT processes. This position may assist with technical projects, system administration tasks, and mentoring or knowledge sharing with less-experienced support staff.

Requirements

Knowledge of desktop services and support environments, best practices, security requirements, and standard IT service management practices.
Working knowledge of Active Directory, Microsoft Entra ID, Exchange, Microsoft 365, endpoint technologies, and user/account administration.
Knowledge of Microsoft Office applications and other standard business applications.
Familiarity with remote access products and technologies, including Microsoft Remote Desktop, Citrix, ShareFile, and LMIR.
Knowledge of LANs, WANs, TCP/IP, networking configuration, and common network components.
Knowledge of desktop hardware, operating systems, software installation, configuration, maintenance, and troubleshooting.
Knowledge of mobile device management, endpoint deployment, asset management, and related support technologies.
Working knowledge of common concepts, practices, and procedures related to computer science and information technology.
Strong diagnostic and analytical skills related to the identification, troubleshooting, and resolution of complex IT-related issues.
Ability to independently install, configure, maintain, upgrade, and troubleshoot desktop hardware and software applications.
Ability to administer user accounts, groups, computer objects, authentication methods, email configurations, and related access within established policies and procedures.
Ability to analyze recurring problems, identify root causes, and recommend practical technical solutions.
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, including the ability to communicate technical information clearly to both technical and non-technical audiences.
Ability to provide a high level of customer service, including active listening, prompt service, follow-up, and professional communication.
Ability to provide technical guidance and share knowledge with less-experienced team members.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, technical procedures, and policy manuals.
Ability to learn and understand corporate policies and procedures and how they relate to Company’s goals.
Highly self-motivated and able to work independently with appropriate judgment while knowing when to escalate issues.
Ability to work effectively in a fast-paced and stressful environment while maintaining professionalism and attention to detail.
Ability to operate a motor vehicle in a safe and efficient manner.
Ability to travel intracity in Alaska for work-related purposes (up to 25% - 50% of the time).
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.
High School Diploma or GED required.
Three (3) years of progressively responsible experience providing technical support in a computer network and desktop environment, including experience resolving intermediate-level or escalated technical issues preferred.
Experience using Microsoft Office Suite and project or IT service management software required.
Experience with desktop hardware/software troubleshooting, user and account administration, endpoint support, and technical documentation preferred.
Experience with Active Directory, Microsoft Entra ID, Exchange, Microsoft 365, or related endpoint administration preferred.

Nice To Haves

associate’s degree in Information Technology, Computer Science, or a related field preferred.
Relevant professional certifications preferred.

Responsibilities

Provide intermediate-level technical troubleshooting, repair, upgrades, configuration, and maintenance of desktop systems through phone, remote access, and on-site support.
Independently diagnose and resolve hardware, software, operating system, connectivity, and endpoint issues that require advanced troubleshooting beyond routine first-level support.
Investigate recurring or complex technical issues, identify root causes, and recommend system, application, configuration, or process improvements to prevent future incidents.
Manage and track assigned service requests and incidents, to ensure timely resolution and accurate documentation within established service expectations.
Create, update, and maintain IT documentation, procedures, technical guides, knowledge articles, and support records.
Configure, deploy, maintain, and support desktop computers, laptops, tablets, smartphones, printers, scanners, peripherals, and other endpoint technology.
Create, modify, and remove user accounts and computer objects in Active Directory and support account synchronization for hybrid users.
Create, modify, and remove user and group objects in Active Directory and apply appropriate email aliases and access-related configurations.
Manage Exchange distribution groups and mailboxes, including adding, modifying, and removing users and configurations as authorized.
Support Microsoft Entra ID authentication administration, including viewing, setting, and resetting authentication method information for authorized non-administrative users.
Maintain and administer technology assets and inventory records, including creating or modifying asset information in ITAM.
Administer authorized user and device changes within VoIP phone systems.
Administer authorized access and user/device functions within Apple Business Manager.
Manage authorized Adobe license assignments and changes through the Adobe management portal.
Assist with the evaluation and selection of appropriate hardware and software solutions based on user and business requirements.
Provide technical guidance, training, and knowledge sharing to end users and less-experienced support staff as needed.
Communicate professionally with customers regarding service status, technical issues, recurring problems, recommended solutions, and expected resolution timelines.
Participate in IT projects, system upgrades, deployments, testing, and process improvement initiatives as assigned.
Work in a constant state of alertness and in a safe manner.
Travel to company or client locations as needed to provide on-site technical support.
Perform other duties as directed.

Benefits

Competitive wages and bonus programs
Annual performance reviews with recommendations on training
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 is based on an employee working 2080 regular hours per year [40 hours per week]. May increase per years of service with the Company in eligible status.
10 Regular Holidays, 1 Bonus – Work Anniversary “Floating” Holiday.
401(K) match at $0.50 on the dollar up to 6% of your contribution.