Helpdesk Support Technician II

Calista CorporationRegular

JOB SUMMARY:

The Helpdesk Support Technician II provides front-line technical support for end users' computer systems, hardware, and software.  This position will also work with network administrators to ensure systems run optimally for Calista Corporation and its subsidiaries.

ESSENTIAL FUNCTIONS:

• Respond to customer telephone calls, emails, and personnel requests for technical support, technical queries, and questions.
• Identify, research, and resolve technical problems for customers either remotely or in person.
• Provide end-user support and training on computers, network systems, telephones, printers, and related equipment.
• Respond to escalated tickets from IT individuals that require technical expertise.
• Install, modify, and repair computer hardware and software.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issues have been resolved.
• Document, track, and monitor computer issues to ensure a timely resolution.
• Participate in company-required training.
• Participate in developing department goals and objectives.
• Work closely with all the associates to ensure a positive work environment.
• Continue to help build and maintain a first-rate team.
• Travel between business locations to provide IT services.
• Work in a constant state of alertness and in a safe manner.
• Perform other duties as assigned.

SUPERVISORY FUNCTIONS:

This job has no supervisory responsibilities.

KNOWLEDGE, SKILLS, & ABILITIES:

• Knowledge of Remote Access products.
• IT Technical infrastructure skills such as networks, scripting, database principles, etc.
• Knowledge of commonly used concepts, practices, and procedures of computer science.
• Excellent organizational and time management skills with the ability to prioritize, multi-task, and confidentially process and maintain data with accuracy.
• Basic computer skills specifically using Microsoft Office Suite; ability to learn additional computer skills or software programs.
• Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
• 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 use general office equipment such as fax, phone, copier, etc.
• Strong customer service skills, including active listening, prompt service and follow-up. Ability to convey information clearly, effectively, and professionally.
• Active listening skills: attentiveness when listening to others to understand, ask appropriate questions, etc.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Excellent analytical skills with the ability to evaluate data and consider decision impact across multiple areas.
• Strong decision analysis and problem-solving skills.
• Effective interpersonal and leadership skills.
• Ability to learn and understand corporate policies and procedures and how they relate to Calista’s goals.
• Ability to draw conclusions and justify decisions.
• Highly self-motivated; able to work on own initiative.
• The ability to work effectively in a stressful environment.
• Ability to perform basic mathematical computations, detect unobvious facts and issues, and exercise resourcefulness in resolving problems.
• Experience with Intune or SCCM is desirable.

MINIMUM QUALIFICATIONS:

• High School Diploma or GED equivalent, associate or bachelor’s degree in computer science or related field is strongly preferred.
• Industry standard IT certifications such as CompTIA A+, NET+, or Microsoft desired can be used in lieu of a professional degree.
• 2 or more years of directly related IT experience.
• Related experience using software and remote access packages.
• Experience with infrastructure skills such as networks, scripting, database principles, etc. preferred.
• Proven work experience in an area that required high levels of customer service.
• Valid state driver’s license and be qualified to operate a vehicle under Calista’s Driving Policy conditions.
• Ability to pass a background, drug, and reference check.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Calista Corporation IT team has a fast-paced, multi-tasking customer service-oriented office environment requiring a high degree of efficient and effective performance.  Adaptability regarding schedule and task changes is necessary to accommodate changing priorities.  Overtime will be necessary at times

PREFERENCE STATEMENT
Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).

EEO STATEMENT
Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.
 
REASONABLE ACCOMMODATION
It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
 
The statements contained in this job description are intended to describe the general content and requirements for performance of this job.  It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.
 
This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.