Systems Administrator

DenaliTEK • Anchorage, AK

9d • Onsite

About The Position

DenaliTEK, an Alaska-based Managed Service Provider, is hiring an experienced Tier II IT Support Technician for its Service Center team in Anchorage. The role serves as a key technical resource for the Service Center, handling escalated support requests, troubleshooting complex IT issues, and helping maintain the technology environments of managed services clients. It is a hands-on position that calls for strong troubleshooting skills, independence, accountability, effective communication, and a customer-focused approach. The technician works with Tier I technicians, senior engineers, and other internal teams, and may perform remote and onsite troubleshooting as well as travel to client locations. The role participates in a rotating after-hours on-call schedule.

DenaliTEK describes its environment as collaborative, solutions-focused, and fast-paced, supporting a diverse range of Alaska businesses. The company offers opportunities to develop technical skills, earn certifications, and advance toward engineering or leadership roles.

Requirements

• At least 3 years of professional IT support experience, preferably in a Tier II or equivalent technical support role.
• Strong working knowledge of Windows 10/11 and Windows Server environments.
• Experience supporting Microsoft 365, Active Directory, and Entra ID.
• Solid understanding of TCP/IP networking, DNS, DHCP, VPNs, and common network troubleshooting.
• Experience troubleshooting workstation, server, and network-related issues.
• Familiarity with ticketing systems, remote support tools, and technical documentation.
• Ability to independently prioritize, troubleshoot, and resolve technical issues.
• Strong communication skills and commitment to excellent customer service.
• Ability to work onsite in Anchorage and travel to client locations as needed.
• Ability to take ownership of problems and follow through to resolution.
• Dependability, accountability, and trustworthiness.
• Ability to communicate clearly with clients and teammates and remain calm and professional while troubleshooting difficult issues.
• Willingness to ask questions and collaborate with others.
• Value for documentation, security, and established processes; comfort working in a fast-paced MSP environment.

Nice To Haves

• Previous experience working for a Managed Service Provider (MSP).
• Experience with ConnectWise Manage or similar PSA platforms.
• Experience with N-able N-central or similar RMM platforms.
• Familiarity with Sophos, Microsoft Defender, or other endpoint security solutions.
• Experience with Veeam, Cove Data Protection, or similar backup technologies.
• Knowledge of virtualization platforms such as Hyper-V or VMware.
• CompTIA Network+, Security+, Microsoft certifications, or equivalent practical experience.

Responsibilities

• Provide Tier II support for desktops, laptops, servers, networks, and business applications.
• Troubleshoot and resolve escalated service requests from Tier I technicians, including hardware, software, operating system, connectivity, and authentication issues.
• Support Microsoft 365, Exchange Online, Entra ID, Active Directory, and Windows environments.
• Troubleshoot VPN, DNS, DHCP, wireless networking, and basic firewall-related issues.
• Perform remote and onsite troubleshooting and escalate advanced infrastructure issues to senior engineering resources when appropriate.
• Monitor backup systems, investigate failures, and verify successful remediation.
• Support endpoint security, antivirus, and endpoint detection tools.
• Assist with patch management, operating system updates, and endpoint compliance.
• Monitor alerts generated through Remote Monitoring and Management (RMM) platforms.
• Identify recurring technical issues and recommend proactive improvements.
• Assist with workstation deployments, user onboarding and offboarding, and infrastructure maintenance.
• Manage assigned tickets efficiently while meeting established service level agreements (SLAs).
• Provide phone support and assist with incoming service requests.
• Maintain accurate and timely ticket notes and technical documentation.
• Follow established incident management, escalation, and change control procedures.
• Participate in the rotating after-hours on-call schedule.
• Collaborate with Tier I technicians, senior engineers, and other internal teams to resolve client issues.
• Maintain a professional, customer-focused approach in every interaction.
• Travel to client locations as needed.

Benefits

• 100% company-paid medical, dental, and vision insurance, with no monthly premium cost for employees.
• 401(k) with company contribution.
• Four weeks of paid time off annually and seven paid holidays each year.
• Reimbursement for business-related mileage, parking, internet, and cell phone expenses.
• Professional growth opportunities, including opportunities to develop skills, earn certifications, and advance into engineering or leadership roles.

What This Job Offers

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