Help Desk Technician
Arctic Information Technology, Inc. - Anchorage, AK

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The Help Desk Technician is a direct contact for AIT’s customers and is the initial support level for customer issues. The Help Desk Technician is responsible for receiving information, diagnosing symptoms, and resolving problems. This position will need to deliver customer service within specified service levels. Typically the Help Desk Technician will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper Hardware and Software setup, and assistance with navigating around application menus.

  • Strong understanding of available tools to assist in daily tasks
  • Strong ability to troubleshoot workstation and server software and hardware
  • Ability to troubleshoot workstation based software issues with:
o Microsoft Windows XP, Vista, 7 and 8 (x32 and x64)

o Microsoft Office 2007 / 2010 / 2013

o Local and network printers

o Adobe

  • Understands user, workstation, and permissions in domain and workgroup environments
  • Ability to troubleshoot server based software issues with:
o Microsoft Windows Server 2003/2008/2012 x32 and x64

o Microsoft Exchange 2003/2008/2010

o Microsoft SQL Server

o Microsoft Terminal Server 2003/2008 x32 and x64

o Microsoft Hyper-V and VMWare

o AVG and other major AV brands

  • Knowledge and understanding of DNS, the internet and mail flow
  • Understand and administer Microsoft Office 365
o Manage and delete user accounts

o Manage Lync2010

o Manage SharePoint

o Licensing levels to include subscription offerings

  • Knowledge of backup solutions including Backup Exec and others
  • Knowledge and understanding of various server/workstation peripherals such as USB/NAS drives
  • Ability to learn and understand 3rd party applications such as AVG, etc.
  • Ability to communicate with vendors for RMA and troubleshooting purposes
  • Maintain account documentation consisting of the following:
o Site Maps/audits

o User lists

o Password lists

o Third Party Software Install Guides

o IP Scheme

o Exceptions

o Server Checklist

o Deployment Documents

o Backup reviews and timelines

  • Strong written and verbal communication
  • Ability to multi task
  • Strong organization skills and ability to operate efficiently throughout daily tasks
  • Deliver technical customer support over the phone
  • Ability to identify when a problem needs to be escalated and to whom
  • Pleasant and professional demeanor in all communications
  • Ability to remain calm in stressful situations
  • Ability to work independently and effectively on daily tasks without direct supervision
  • Contribute to team goals with regards to SLA requirements, case resolution, and customer satisfaction
  • Provide simple instructions/training to customers on basic desktop usage
  • Identify sales opportunities and route the information to necessary team members
  • Operate with client satisfaction in mind
  • Work well with clients at all levels, from executive to IT to end user
  • Accurately enter and maintain case information including notes and resolution
  • Participate as a member of the AIT team
  • Submit timesheets accurately and timely

  • High school diploma or GED required, some college preferred
  • Certifications are beneficial but not required. Desired certifications include CompTIA A+, CompTIA Network+, MCP/MCDST (such as Exam 70-685: Windows 7, Enterprise Desktop Support Technician)
  • 2+ years of relevant experience in a technical help desk environment
  • Valid driver’s license, insurance and reliable personal vehicle
WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Job may require some travel.

PHYSICAL DEMANDS: The individual will be subject to sedentary work with the majority of hours in a professional office environment, and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. O ccasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required. [Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions].

Doyon grants preference to Doyon Shareholders and shareholders of other corporations that grant a similar preference to Doyon shareholders, such as Alaska Native Corporations. The preference applies in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training. A preference will be granted to qualified Doyon shareholders first, and second to qualified shareholders of other corporations which grant a similar reciprocal preference to Doyon shareholders, such as Alaska Native Corporations.

REASONABLE ACCOMODATION: It is Doyon’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

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