Systems Administrator

DenaliTEK • Anchorage, AK

10d • Onsite

About The Position

DenaliTEK is seeking an experienced Tier II IT Support Technician for its Service Center team in Anchorage. The role serves as a technical resource for managed services clients, handling escalated support requests, troubleshooting complex IT issues, and helping maintain client technology environments. It is a hands-on position requiring independence, accountability, strong troubleshooting skills, collaboration, and a commitment to excellent customer service.

The technician supports desktops, laptops, servers, networks, business applications, Microsoft 365, Exchange Online, Entra ID, Active Directory, and Windows environments. The position also assists with backup systems, endpoint security, patch management, remote monitoring, workstation deployments, user onboarding and offboarding, and infrastructure maintenance. The role includes ticket and phone support, documentation, adherence to service procedures, and participation in a rotating after-hours on-call schedule. Onsite work in Anchorage and travel to client locations are required.

DenaliTEK describes its team environment as collaborative, solutions-focused, and customer-oriented. It offers opportunities to develop technical skills, earn certifications, and pursue advancement into engineering and leadership roles. The company is an Equal Opportunity Employer.

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.
• Dependable, accountable, trustworthy, and able to take ownership of problems through resolution.
• Ability to remain calm and professional when troubleshooting difficult issues.
• Willingness to ask questions and collaborate with others.
• Values documentation, security, and established processes.

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 technical support for desktops, laptops, servers, networks, and business applications.
• Troubleshoot and resolve escalated service requests from Tier I technicians.
• Diagnose 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 as needed.
• Escalate advanced infrastructure issues to senior engineering resources when appropriate.
• Monitor and assist with 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 as needed.
• Maintain accurate, timely ticket notes and technical documentation.
• Follow established procedures for incident management, escalation, and change control.
• 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 for employees, with no monthly premium cost.
• 401(k) with company contribution.
• Four weeks of paid time off annually.
• 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 and leadership roles.

What This Job Offers

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