Tech Support and Publications Lead

Calista Corporation•Anchorage, AK

About The Position

The Tech Support and Publications Lead (TSPL) reports to the Life Estate and Technology Manager in the Shareholder Services department. The TSPL provides technical, data, documentation, and level-one help desk support across Shareholder Services and serves as the subject-matter expert for these functions, ensuring adherence to information security standards. This position supports multiple teams, including Administration, Descendant Enrollment, Distributions, and Stock Management, with crossover support to Corporate Communications, and requires strong attention to detail, technical aptitude, data analysis skills, and the ability to develop clear, accurate technical documentation that supports Shareholder Services operations.

Requirements

Knowledge of Alaska Native Claims Settlement Act (ANCSA) and ability to adhere to Alaska statutes related to Shareholder records.
Advanced proficiency with Microsoft Office or equivalent applications; includes Word, Excel, Visio, SharePoint, Project, Outlook, PowerPoint, Access.
Understanding of relational databases, and data integrity best practices.
Experience using OpenRefine or other data wrangling applications.
Knowledge of document control, configuration management principles, and best practices.
Understanding of website components, browser developer tools, and lean and mobile design principles.
Understanding of Application Programming Interfaces (API) and two-factor authentication (2FA).
Understanding of transactional email handling and best practices for sending bulk communication.
Basic understanding of accounting equations.
Ability to maintain strict confidentiality of Shareholder and company information.
Excellent interpersonal, oral, and technical written communication skills, with that ability to clearly convey complex information.
Exceptional time management skills and ability to work independently with minimal oversight.
Strong professional customer service skills, including active listening, responsiveness, and follow-up.
Ability to follow detailed instructions and processes.
Ability to accurately type at least 45 WPM and use keyboards and 10-key by touch.
Ability to work quickly with high levels of accuracy while entering data into computer software applications.
Ability to adapt to changing in priorities, manage competing demands, and exercise sound judgement.
Ability to work effectively in a team environment and collaborate across departments.
Ability to hold a State of Alaska Notary Public Commission.
Bachelor’s degree or equivalent combination of education and relevant experience required.
Minimum of three (3) years of progressively responsible experience in information technology, computer science, data management, records management or a related field.
Minimum of two (2) years of experience providing technical support or customer-facing system support.
Strong experience with spreadsheets, relational databases, and exception reporting.
Experience with document management systems and records retention practices.
Demonstrated ability to become a super-user status in multiple applications.
Valid state driver’s license and be qualified to operate a vehicle under the conditions of Calista’s Driving Policy.
Ability to pass a drug, credit, driving record and background screening.

Nice To Haves

Experience in informational security, hard- or software, preferred.
Knowledge of or willingness to learn Calista’s operations and values.
Understanding of and respect for Calista communities and Shareholders.
Fluency in the Yup’ik or Cup’ik preferred.

Responsibilities

Maintain awareness of Calista’s cyber- and information-security standards and protocols related to protection of Personally Identifiable Information and the transmission, storage, and retention of data.
Serve as a subject-matter expert in Shareholder Services technology systems and tools.
Monitor database transaction dashboards, error logs, and transaction logs.
Support stock issuance preparation.
Test software bug fixes and enhancements and document results.
Coordinate and manage department technology asset inventory outside the scope of centralized IT management (e.g., tablets, smartphones, scanners, printers, encrypted storage devices, and emergency travel kits), including firmware updates and supply tracking.
Set up hardware and install software with guidance from IT, including support for conference room technology.
Run standard reports, custom exception reports, and database queries with varying parameters.
Track data trends, interpret results, and recommend process improvements.
Analyze data for errors and identify potential software bugs; coordinate with the Manager to submit help desk tickets for IT or vendors as needed.
Scrub and format data using tools such as Excel and OpenRefine for Shareholder communications, householding, and website content.
Promote adherence to data entry standards to improve data integrity and reporting accuracy.
Run exception reports and coordinate data cleanup activities.
Assist with preparing weekly, monthly, quarterly, annual, and ad hoc performance metrics.
Perform data analysis and research tasks as assigned.
Maintain the department’s documentation database, including policies, procedures, forms, datasets, and workflows.
Assist with planning for and transitioning to document management system.
Update the department SharePoint subsite as directed.
Draft workflows, data flows, and step-by-step instructions for department applications.
Apply templates and stylesheets to operating procedures, manage document version control, and ensure SOPs are available at the point of use.
Draft software requirements and test cases for system fixes and enhancements.
Assist with records retention evaluations and record transitions, including coordination of approved destruction activities.
Serve as the primary point of contact for level-one help desk support for department staff, including password resets, research, issue replication, and administrative-database tasks.
Prepare training materials that accommodate a variety of learning styles; includes slide decks with strong visuals, process maps, flowcharts, models, demonstration videos, group discussions, recorded guidance, teach-backs, handouts, written assignments, simulations, and interactive workshops.
Provide training and guidance to end users on system use and best practices.
Draft help desk knowledgebase articles and FAQs.
Lead by example by demonstrating professionalism, accountability, and technical competence.
Provide mentoring and technical guidance to peers and temporary staff as assigned.
Maintain strict confidentiality of Shareholder and company information.
Deliver high levels of customer service.
Foster positive working relationships with internal teams and external stakeholders.
Manage multiple priorities effectively within scope, budget, and schedule expectations.
Work efficiently, remain attentive, and in a constant state of alertness and in a safe manner.
Perform other duties as assigned.