Helpdesk Support Technician II

Calista Corporation•Anchorage, AK

1d•Hybrid

About The Position

The Helpdesk Support Technician II provides front-line technical support for end users' computer systems, hardware, and software. This position will also work with network administrators to ensure systems run optimally for Calista Corporation and its subsidiaries.

Requirements

Knowledge of Remote Access products.
IT Technical infrastructure skills such as networks, scripting, database principles, etc.
Knowledge of commonly used concepts, practices, and procedures of computer science.
Excellent organizational and time management skills with the ability to prioritize, multi-task, and confidentially process and maintain data with accuracy.
Basic computer skills specifically using Microsoft Office Suite; ability to learn additional computer skills or software programs.
Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
Effective oral and technical written communication skills to effectively communicate information to others as well as to present information in front of a group.
Ability to use general office equipment such as fax, phone, copier, etc.
Strong customer service skills, including active listening, prompt service and follow-up. Ability to convey information clearly, effectively, and professionally.
Active listening skills: attentiveness when listening to others to understand, ask appropriate questions, etc.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Excellent analytical skills with the ability to evaluate data and consider decision impact across multiple areas.
Strong decision analysis and problem-solving skills.
Effective interpersonal and leadership skills.
Ability to learn and understand corporate policies and procedures and how they relate to Calista’s goals.
Ability to draw conclusions and justify decisions.
Highly self-motivated; able to work on own initiative.
The ability to work effectively in a stressfull environment.
Ability to perform basic mathematical computations, detect unobvious facts and issues, and exercise resourcefulness in resolving problems.
High School Diploma or GED equivalent.
2 or more years of directly related IT experience.
Related experience using software and remote access packages.
Proven work experience in an area that required high levels of customer service.
Valid state driver’s license and be qualified to operate a vehicle under Calista’s Driving Policy conditions.
Ability to pass a background, drug, and reference check.

Nice To Haves

Associate or bachelor’s degree in computer science or related field is strongly preferred.
Industry standard IT certifications such as CompTIA A+, NET+, or Microsoft desired can be used in lieu of a professional degree.
Experience with infrastructure skills such as networks, scripting, database principles, etc. preferred.
Experience with Intune or SCCM is desirable.

Responsibilities

Respond to customer telephone calls, emails, and personnel requests for technical support, technical queries, and questions.
Identify, research, and resolve technical problems for customers either remotely or in person.
Provide end-user support and training on computers, network systems, telephones, printers, and related equipment.
Respond to escalated tickets from IT individuals that require technical expertise.
Install, modify, and repair computer hardware and software.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issues have been resolved.
Document, track, and monitor computer issues to ensure a timely resolution.
Participate in company-required training.
Participate in developing department goals and objectives.
Work closely with all the associates to ensure a positive work environment.
Continue to help build and maintain a first-rate team.
Travel between business locations to provide IT services.
Work in a constant state of alertness and in a safe manner.
Perform other duties as assigned.