IT Support Analyst II

We are searching for an experienced IT Support Analyst II at our Anchorage AC 3403 Minnesota Dr facility. 

Primary Duties and Responsibilities: 

Humanizing Technology, Alasconnect provides full-scale technology sustainment, strategic planning, and professional services to our clients, allowing them to achieve their greatest ambitions. We seek diversity in our work and know we and our clients are enriched when multiple viewpoints and skillsets are employed. We are proud to be an EEO and AAP employer.

Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.

Essential Functions

• Assist clients, telephonically & electronically, with their cloud and on-premises technology systems
• Understand, identify, triage and troubleshoot client environments utilizing Remote Access/Remote Desktop programs
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• Provide consultation services to clients using Remote Access programs
• Elevate client issues as appropriate to other departments within organization
• Participate in call center functions including client meetings, team meetings, and training exercises
• Remain current on relevant certifications

Non-Essential Functions

• Continual learning and improvement
• Provide help-desk support for employees
• Practice time management
• Other duties as assigned

Knowledge, Skill & Ability Requirements

• Intermediate knowledge of Microsoft Windows computing environments, Mobile Device Management Azure AD, and Microsoft 365
• Intermediate knowledge of computer system and network functions
• Intermediate knowledge of computer security
• Exceptional follow-through and attention to detail
• Excellent oral and written communications skills
• Ability to work independently and with a group
• Ability to work with diverse groups of clients and stakeholders
• Ability to work in a fast-paced environment with changing deadlines and needs

Qualifications

• Three years’ experience in customer service or related field
• One years’ experience at the Analyst I level, or equivalent
• Associates degree in computer science, information technology, or related field (a combination of education and experience may be substituted)
• Completion of Service Desk/Call Center Training (or within three months of hire)
• Relevant professional certifications preferred

*full (PDF) job description available upon request*

Employment Type: Full - Time

Compensation Type: Hourly Wage