Desktop Support Representative II

Calista Corporation•Fairbanks, AK

4d•Onsite

About The Position

Calista Brice LLC is seeking a Desktop Support Representative II to provide intermediate-level technical support to end users. This role involves troubleshooting, resolving, maintaining, and administering desktop systems, software, peripherals, user accounts, and endpoint technologies. The Desktop Support Representative II handles more complex technical issues that require advanced knowledge and problem-solving skills, supporting daily IT operations through timely resolution of service requests, accurate documentation, and equipment deployment. The position may also assist with IT projects, system administration, and mentoring junior staff.

Requirements

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 (based on years of service)
10 Regular Holidays, 1 Bonus – Work Anniversary “Floating” Holiday.
401(K) match at $0.50 on the dollar up to 6% of your contribution.