L1 Help Desk Technician

MSP Hire • Juneau or Anchorage, AK

1d • Onsite

About The Position

The Level 1 Help Desk Technician is the front line of our Help Desk—the first voice and first hands our clients encounter when something isn't working. This role is built for someone early in their IT career who is eager to learn, coachable, and ready to build the fundamentals every great technician is built on. You'll work under the guidance of Level 2 and Level 3 technicians, resolving tickets with defined steps and escalating what's beyond your scope. Every ticket you close well and every issue you learn to solve on your own moves you closer to Level 2. Level 1 is where we invest in people from day one. If you show curiosity, reliability, and a drive to get better, we will actively work with you to grow into Level 2 and beyond.

Requirements

• 0–2 years of experience
• Relevant certifications (CompTIA A+, Network+, or similar), IT coursework, or comparable hands-on experience/aptitude.
• Coachability: Take direction well and actively look for feedback.
• Clear, patient communication, especially with non-technical people.
• Detail-oriented and can follow a process precisely.
• Curiosity—want to understand why something broke, not just that it's fixed.
• Comfortable admitting what you don't know and asking for help.
• Reliable and show up ready to work every day.
• Must be based in Juneau or Anchorage, Alaska.
• Ability to pass a basic background check for airport security badging.
• Valid driver’s license (or willingness to get one) and the ability to drive.
• Basic familiarity with Windows operating systems and Microsoft Office/365 applications.
• Comfortable learning new software, ticketing systems, and knowledge base tools quickly.

Nice To Haves

• Basic understanding of networking concepts (what a router/switch does, what an IP address is) is a plus but not required.
• No prior scripting experience required—willingness to learn PowerShell/CMD basics is a plus.
• Living in Alaska is either a passion of yours or a dream you want to fulfill.
• Someone who is “all in” on Alaska and fits our team and culture.

Responsibilities

• Serve as the first point of contact for incoming Help Desk tickets, phone calls, and client requests.
• Keep your ticket queue actively triaged and reviewed—aging or idle tickets should be rare.
• Clarify the issue with the client before beginning troubleshooting, so you're solving the right problem the first time.
• Triage and resolve common issues—password resets, account lockouts, printer and peripheral problems, basic hardware/software troubleshooting, and routine Microsoft 365 requests—within established SLA targets.
• Escalate issues you can't resolve to Level 2 or Level 3 technicians promptly, with clear troubleshooting details so the next technician isn't starting from zero.
• Recognize priority issues quickly and flag them appropriately, so a client is never left waiting without an update while you're stuck.
• Use AI tools to help you troubleshoot faster, look things up, and write clearer client communication—AI fluency starts on day one at Hansen Gress.
• Follow the standard ticket workflow and existing documentation closely, and flag anything that's unclear, outdated, or missing.
• Use knowledge base resources during troubleshooting.
• Log ticket notes that tell the full story of the issue and its resolution, clearly enough for another technician to pick up where you left off.
• Enter complete, accurate time entries as you work.
• Communicate clearly and courteously with clients, even when they're frustrated.
• Provide proactive updates while work is in progress—not just when a ticket opens or closes.
• Explain solutions in clear, client-friendly language, including next steps or prevention guidance when appropriate.
• Represent Hansen Gress professionally in every interaction, however small.
• Own your assigned tickets from intake through resolution or handoff—don't let things go quiet.
• Meet your commitments and timelines consistently.
• Accept feedback and coaching from Level 2/3 technicians as a normal, expected part of growth.
• Take team meetings and training seriously and show up prepared.

Benefits

• Full-time role.
• Health insurance (with vision coverage).
• Retirement plans.
• Mobile device plan reimbursement.
• A structured path to Level 2 and beyond, with hands-on mentorship from day one.
• Paid time for personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed