Help Desk Representative

Calista Brice•Fairbanks, AK

9d•Onsite

About The Position

As the Help Desk Representative, you will work onsite in Fairbanks, AK and will provide technical support to end-users across the organization. You will have a passion for helping others, strong communication skills, and a desire to grow their IT career. This entry-level role is ideal for candidates with 3 to 6 months of hands-on experience and completed coursework in Microsoft Office (Word, Excel, Outlook, PowerPoint).

Requirements

Basic understanding of Microsoft Office applications (Word, Excel, Outlook, PowerPoint), including common troubleshooting steps.
Familiarity with Windows operating systems and basic navigation.
Awareness of basic IT concepts such as file management, network connectivity, and user permissions.
Understanding of customer service principles and best practices.
Introductory knowledge of help desk ticketing systems and workflow.
Strong verbal and written communication skills to effectively explain technical concepts to non-technical users.
Basic troubleshooting and problem-solving skills for software, hardware, and connectivity issues.
Data entry and documentation skills using ticketing or case management systems.
Time management and organizational skills to prioritize multiple support requests.
Active listening and interpersonal skills to assess user needs quickly and accurately.
Ability to remain calm and professional under pressure or when dealing with frustrated users.
Ability to follow instructions, procedures, and protocols with accuracy and consistency.
Ability to learn and adapt to new technologies and systems quickly.
Ability to work independently and collaboratively within a team.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to pass drug and background screening.

Nice To Haves

3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience is preferred.
Completion of Microsoft Office coursework or certification (e.g., Word, Excel, Outlook) is preferred.
Basic understanding of computer systems, mobile devices, and other tech tools is preferred.
Strong communication and interpersonal skills is preferred.
The ability to learn quickly and follow technical instructions is preferred.
Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, or similar) is preferred.
An interest in pursuing a career in IT support or systems administration is preferred.

Responsibilities

Provide first-level technical support to employees via phone, email, or in person
Troubleshoot basic hardware, software, and network issues.
Assist users with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Log, track, and document help desk requests and resolutions using ticketing software.
Escalate complex issues to higher-level IT staff as needed.
Support user account setup, password resets, and basic system access needs.
Provide excellent customer service and maintain a professional demeanor in all interactions.
Assist with IT-related administrative tasks, as assigned.
Work in a constant state of alertness and in a safe manner.
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 an employee having 2080 paid regular hours per year (40 hours per week). May increase per years of service 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.