Desktop Support Representative I

Description

• Configure and deploy hardware, software, and related equipment for new users.
• Recommend system or application adjustments to improve reliability and prevent recurring issues.
• Communicate with customers about service status, recurring issues, and recommended solutions.
• Create and update IT documentation, procedures, and reference materials.
• Provide basic technical training and guidance to end users.
• Participate in ongoing training to maintain current knowledge of desktop technologies and support processes.
• Monitor and track assigned service requests to ensure completion within required timelines.
• Provide technical troubleshooting, repair, upgrades, and maintenance of desktop systems through phone, remote access, and on-site support.
• Travel to client sites as needed to provide on-site support.
• Document service activities and maintain accurate logs of repairs, fixes, and system changes.

Requirements

• Minimum of one (1) year of experience in technical support of a computer network and desktop environment.
• Knowledge of basic computer programming, commonly used concepts, practices, and procedures of computer science.
• Highly self-motivated; able to work on own initiative.
• Excellent skills related to the diagnosis and resolution of IT-related issues.
• Ability to travel intracity in Alaska for work related purposes 20% - 25% of the time, as needed.
• Knowledge of Desktop Services and Support environments, best practices, and security requirements.
• Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
• Valid state driver’s license and qualified to operate a vehicle under the conditions of the Company’s Driving Policy.
• Knowledge of LANs, WANs, TCP/IP and networking configuration and components.
• 0-2 years 15 days
• Familiar with Remote Access products (Microsoft Remote Desktop, Citrix, ShareFile, GoToMeeting).
• 10-14 years 30 days
• Ability to operate a motor vehicle in a safe and efficient manner.
• Ability to install, configure, maintain, and upgrade desktop hardware and software applications.
• Relevant professional certifications preferred.
• Ability to pass drug, driving, and background screenings.
• Ability to learn and understand corporate policies and procedures and how they relate to Calista Brice’s goals.
• Knowledge of Microsoft Office applications and other standard business applications.
• Ability to assist Users in choice of appropriate hardware and software – desktops, laptops, tablets, smartphones, scanners, printers.
• 6-9 years 27 days
• Excellent organizational and time management skills with the ability to prioritize, multi-task, and confidentially process and maintain data with accuracy.
• Effective oral and technical written communication skills to effectively communicate information to others as well as to present information in front of a group.
• Ability to provide a high level of customer service, including active listening, prompt service and follow-up. Ability to convey information clearly, effectively, and professionally.
• Ability to work effectively in a stressful environment.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• 15-19 years 33 days
• 3-5 years 23 days
• 20 or more years 37.5 days
• Associate’s degree or vocational certificate in applicable technical discipline required; equivalent experience may be considered in lieu of degree when accompanied by current IT certifications (i.e. A+, Network+).

Benefits

• FSA health care and/or dependent care/HSA with HDHP.
• Company paid Life Insurance, AD&D, LTD.
• Voluntary paid Life Insurance and AD&D as well as STD, Accident, Cancer/Critical illness, and Whole Life Insurance.
• Tuition reimbursement.
• Health insurance through the Federal Employee Benefit Program (FEHB) with many plans to choose from with ridiculously low employee premiums.
• Paid time off (based on an employee having 2080 paid regular hours per year (40 hours per week). May increase per years of service in eligible status.)
• Employee Assistance Program for you and your family.
• 401(K) match at $0.50 on the dollar up to 6% of your contribution.
• 10 Regular Holidays, 1 Bonus – Work Anniversary “Floating” Holiday. Eligible after 1 year of service, must be taken within the calendar year.
• Mentorship Program designed for employees to formalize a working relationship between seasoned professionals and young professionals to develop specific areas of knowledge to grow their careers within the family of companies.
• Dental and Vision Insurance.
• Competitive wages and bonus programs – We believe in developing our employees to progressively advance in their careers. We achieve this by providing you with annual performance reviews with recommendations on training to achieve your goals.

Training + Development

Interview process

Visa Sponsorship

Security clearance