Help Desk Technician

State Of Alaska•Anchorage, AK

About The Position

The nonpartisan Legislative Affairs Agency provides objective, accurate, and timely services and products to the Alaska Legislature and Alaskans to support and inform policy making, facilitate public access to the legislative process, and preserve the legislative institution. Working in seamless partnership across sections, staff approach their tasks with professionalism, grace, and courtesy in supporting the challenging and vital work of the legislative branch. If you enjoy a multi-functional position, have exceptional oral communication and customer services skills, this may be the position for you! The Legislative Affairs Agency, Division of Technology & Information Section, is recruiting for a Help Desk Technician. The position is a full-time position starting soon and working through the legislative session. The Help Desk Technician is required to be politically neutral. The Help Desk Technician position will work 40 hours per week. Job Summary Help Desk employees provide technical support to employees of the Alaska Legislature, Legislative Affairs Agency, Alaska Ombudsman's Office, Office of Victim Rights, Legislative Finance, and Legislative Ethics. Answer queries and resolves computer issues for users in person, electronically, or via telephone. IT Help Desk Technicians/Help Desk Assistants work with Technical Services, Networking, and Programming to provide clients with optimum level 1 technical support. IT Help Desk Technician position is distinguished from the Help Desk Assistant position by the Help Desk Technician's responsibility for handling more complex technical problems and for its expanded training role.

Requirements

Experience in computer support services
Extensive knowledge of the Windows Operating system helpful
Knowledge of commonly used PC software and hardware, network management tools, diagnostic software for PCs
Ability to diagnose and resolve fundamental technical issues
Strong client-facing and communication skills desired
Windows Active Directory knowledge
Microsoft Office 365 skills desired
Basic knowledge of the Alaska Legislature and state government.
Ability to act professionally, objectively, and impartially in dealing with legislators and the public.
Ability to maintain confidentiality and handle politically sensitive work.
Diligence, dependability, and punctuality.
High school diploma, GED, or equivalent required.
At least 1-year experience as a help desk support desired
One year of Microsoft Windows OS support experience preferred
One year of Microsoft Office 365 support desired

Nice To Haves

Bachelor's degree in computer information systems, computer science, or related field, desired but may substitute work experience.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, or in person.
Triage and prioritize user issues and technical problems.
Performing remote and in-person troubleshooting
Determine the best solution based on the issue and details provided by customers
Appropriately escalate unresolved queries to the next level of support.
Provide technical support for Office 365, Adobe products and Apple and Microsoft operating systems.
Develop new training materials for software products/programs
Conduct training classes on standard software applications
Provide end-user problem resolution utilizing Ivanti, Active Directory, and Microsoft Teams.
Conduct installation of new or revised software applications and assist users in data migration from one software application to another.
Assist with the installation and configuration of new workstations on the local network.
Troubleshoot network printer problems
Set up laptops and projectors for presentations.
Provide technical support for all legislative telephone systems.
Performing phone system installs, moves, adds, changes, and deletes for core locations in Juneau, Anchorage, and Fairbanks.
Manage third-party, stand-alone systems used in each Legislative Information Office and legislative offices throughout the state.
May perform other duties as assigned.

Benefits

The Alaska Legislature offers health benefits including a range of coverage choices for medical, dental, and vision; a health flexible spending account; as well as other health services such as Teladoc, Hinge Health, and Surgery Plus. In addition, there are a variety of supplemental elections: life insurance, additional accidental death and dismemberment, critical illness, and both short- and long-term disability.
For mental health wellness, the State of Alaska offers free, confidential help through the Employee Assistance Program (EAP).
The State offers savings and investment plans, paid leave, insurance options, and more to help employees meet their financial goals. This includes: Public Employee Retirement System (PERS), with either a Defined Benefit or Defined Contribution based on original State of Alaska hire date. Deferred Compensation plan with options for before or after payroll taxes. Supplemental Benefits System Annuity (SBS) in lieu of Social Security. Workers Compensation Insurance. Voluntary Savings Plan (Defined Benefit participants only)
Professional development that empowers employees to do the work they love and reach their career goals is encouraged and expected.
The potential for flexible work schedules during interim when the legislature is not in session.
Agency staff may accrue as compensatory time up to 150 hours of hours worked over the standard work week. There is no cash value to compensatory time.
The State offers paid leave starting at 6:04 (hh:mm) a pay period or 21 days a year. If you have previous time working for the State of Alaska in a leave eligible position, the time will be calculated into your accrual rate.
12 paid State holidays each year
The Legislative Affairs Agency is a family-friendly employer.
The Alaska State Legislature has an onsite daycare with priority given to legislative employees' children.
An assigned parking space may be available upon request.