Desktop Support Representative II

Calista Brice • Fairbanks, AK

9h • 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 service requests, documenting work, administering endpoints and accounts, deploying equipment, and improving IT processes. It may also assist with technical projects and system administration, and provide mentoring or knowledge sharing to less-experienced support staff. Work is primarily in a professional office, with support visits to company and client locations as needed. Travel within Alaska may be required for work-related purposes, stated as up to 25%–50% of the time. This position has no supervisory responsibilities.

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.

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 issues.
• Experience troubleshooting desktop hardware and software, administering users and accounts, supporting endpoints, and preparing 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 for desktop systems through phone, remote access, and onsite support.
• Independently diagnose and resolve hardware, software, operating system, connectivity, and endpoint issues requiring advanced troubleshooting.
• Investigate recurring or complex issues, identify root causes, and recommend system, application, configuration, or process improvements.
• Manage assigned service requests and incidents, ensuring 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.
• Manage Active Directory user and group objects and apply 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 asset and inventory records, including creating or modifying information in ITAM.
• Administer authorized user and device changes in VoIP phone systems.
• Administer authorized access and user or device functions in Apple Business Manager.
• Manage authorized Adobe license assignments and changes through the Adobe management portal.
• Assist in 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.
• Communicate professionally with customers about service status, technical issues, recurring problems, recommended solutions, and expected 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 onsite technical support.
• Perform other duties as directed.

Benefits

• Competitive wages and bonus programs.
• Annual performance reviews with recommendations for training and career development.
• Mentorship program.
• Tuition reimbursement.
• Health insurance through the Federal Employee Benefit Program, with multiple plan options.
• FSA health care and/or dependent care, or HSA with an HDHP.
• Dental and 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 based on eligible status and years of service, ranging from 15 days for 0–2 years to 37.5 days for 20 or more years.
• 10 regular holidays and one work-anniversary floating holiday after one year of service, to be used within the calendar year.
• 401(k) match of $0.50 per dollar, up to 6% of the employee's contribution.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED