Desktop Support Representative II

Calista Corporation•Fairbanks, AK

2d•Onsite

About The Position

The Desktop Support Representative II provides intermediate-level technical support to Calista Brice end users, working onsite in Fairbanks, Alaska. The role independently troubleshoots, resolves, maintains, and administers desktop systems, software, peripherals, user accounts, endpoint technologies, and related IT services. It handles escalated and complex issues requiring greater technical knowledge, judgment, and problem-solving than first-level support. The position supports daily IT operations by resolving and documenting service requests, administering endpoints and accounts, deploying equipment, and improving IT processes. It may also assist with technical projects and system administration tasks, and share knowledge with less-experienced support staff. The work is primarily in a professional office, with support visits to company and client locations as needed. Travel within Alaska may be required up to 25%–50% of the time.

Requirements

High school diploma or GED.
Experience using Microsoft Office Suite and project or IT service management software.
Valid state driver’s license and qualification to operate a vehicle under the conditions of the Company’s Driving Policy.
Ability to pass drug, driving, and background screenings.
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 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 concepts, practices, and procedures related to computer science and information technology.
Strong diagnostic and analytical skills for identifying, troubleshooting, and resolving complex IT 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.
Strong organizational and time-management skills, including prioritization, multitasking, and accurate and confidential handling of data.
Excellent interpersonal skills and ability to work effectively and cooperatively with all levels of management and staff.
Effective oral and technical written communication skills, including explaining technical information to technical and non-technical audiences.
Ability to provide high-quality customer service through 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 safety rules, operating and maintenance instructions, technical procedures, and policy manuals.
Ability to learn and understand corporate policies and procedures and their relationship to Company goals.
Ability to work independently with appropriate judgment and know 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 safely and efficiently.
Ability to travel within Alaska for work-related purposes, up to 25%–50% of the time.

Nice To Haves

Associate’s degree in Information Technology, Computer Science, or a related field.
Three years of progressively responsible technical support experience in a computer network and desktop environment, including resolving intermediate-level or escalated technical issues.
Experience with desktop hardware and software troubleshooting, user and account administration, endpoint support, and technical documentation.
Experience with Active Directory, Microsoft Entra ID, Exchange, Microsoft 365, or related endpoint administration.
Relevant professional certifications.

Responsibilities

Provide intermediate-level 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 requiring advanced troubleshooting.
Investigate recurring or complex technical issues, identify root causes, and recommend improvements to systems, applications, configurations, or processes.
Manage assigned service requests and incidents to ensure timely resolution and accurate documentation.
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.
Administer Active Directory user and group objects and authorized email aliases and access-related configurations.
Manage Exchange distribution groups and mailboxes, including authorized user and configuration changes.
Support Microsoft Entra ID authentication administration for authorized non-administrative users.
Maintain 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 evaluating and selecting 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 about 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 and career development.
Mentorship program.
Tuition reimbursement.
Health insurance through the Federal Employee Benefit Program (FEHB), with multiple plans and low employee premiums.
Health care and/or dependent care FSA, or HSA with an HDHP.
Dental insurance.
Vision insurance.
Employee Assistance Program for employees and their families.
Company-paid life insurance, AD&D, and LTD.
Voluntary life insurance and AD&D, as well as STD, accident, cancer/critical illness, and whole life insurance.
Paid time off, with amounts based on years of service for eligible employees.
Ten regular holidays and one work-anniversary floating holiday after one year of service.
401(k) match of $0.50 per dollar, up to 6% of the employee’s contribution.