IT Support Analyst II

Matanuska Telecom Association Inc. • Anchorage, AK

1d

About The Position

We are searching for an experienced IT Support Analyst II at our Anchorage AC 3403 Minnesota Dr facility. Primary Duties and Responsibilities: Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.

Requirements

• Three years’ experience in customer service or related field
• One years’ experience at the Analyst I level, or equivalent
• Associates degree in computer science, information technology, or related field (a combination of education and experience may be substituted)
• Completion of Service Desk/Call Center Training (or within three months of hire)
• Intermediate knowledge of Microsoft Windows computing environments, Mobile Device Management Azure AD, and Microsoft 365
• Intermediate knowledge of computer system and network functions
• Intermediate knowledge of computer security
• Exceptional follow-through and attention to detail
• Excellent oral and written communications skills
• Ability to work independently and with a group
• Ability to work with diverse groups of clients and stakeholders
• Ability to work in a fast-paced environment with changing deadlines and needs

Nice To Haves

• Relevant professional certifications preferred

Responsibilities

• Assist clients, telephonically & electronically, with their cloud and on-premises technology systems
• Understand, identify, triage and troubleshoot client environments utilizing Remote Access/Remote Desktop programs
• Provide consultation services to clients using Remote Access programs
• Elevate client issues as appropriate to other departments within organization
• Participate in call center functions including client meetings, team meetings, and training exercises
• Remain current on relevant certifications
• Continual learning and improvement
• Provide help-desk support for employees
• Practice time management
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees