IT Support Technician

IT Support Technician is an entry-level position responsible for installing, configuring, troubleshooting, and maintaining all desktop and notebook computers, mobile devices, and associated peripherals on the Katmai network. The IT Support Technician will report to the Director of Information Technology and will work closely with other members of the Information Technology Department to support all end users.You will be required to work on-site in our Anchorage, AK office. Telecommuting may be allowed after further approval from the IT Director.

• Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Track and document issue resolution using ticketing system.
• Manage all mobile devices and service accounts.
• Train and orient staff on use of hardware and software.
• Maintain inventory of all hardware and software resources.
• Configure and maintain systems management appliances.
• Develop scripts and procedures for managing systems remotely.
• Use remote support tools to assist users with technical issues.
• Manage user accounts in Active Directory.
• Manage user mailboxes in Microsoft Exchange/Office 365.
• Execute other assigned tasks as delegated by the Director of Information Technology.
• Maintain regular and punctual attendance.
• Other duties as assigned.

• Bachelor's Degree or higher required. Coursework in Information Technology or related field preferred.
• Microsoft or CompTIA certifications preferred.
• Minimum of 1 year of troubleshooting and resolving hardware and computer-related peripheral problems in a networked business environment.
• Must obtain and maintain a valid driver’s license and be insurable by the company’s insurance carrier.

• Detail-oriented with the ability to adhere to strict deadlines.
• Excellent knowledge of most recent versions of Microsoft Office.
• Ability to conduct independent research and analysis.
• Excellent problem solving.
• Ability to compose and edit technical documents to ensure readability and adherence to identified themes.
• Effective oral and written communication skills.
• Experience supporting remote users with tools such as Logmein, GoToAssist, Bomgar, etc.
• Knowledge of Active Directory concepts and administration.
• Experience supporting Outlook in a Microsoft Exchange/Office 365 environment.
• Strong customer service orientation.
• Knowledge of TCP/IP networking and related network services such as DNS, SMTP, DHCP, etc.