Desktop Support Representative II

Calista Brice LLC is hiring an onsite Desktop Support Representative II in Fairbanks, Alaska. In this intermediate-level role, you will troubleshoot, resolve, maintain, and administer desktop systems and endpoint technologies, supporting day-to-day IT services across hardware, software, and user access.

Responsibilities

• Provide intermediate-level technical troubleshooting, repair, upgrades, configuration, and maintenance for desktop systems via phone, remote access, and on-site support.
• Independently diagnose and resolve advanced hardware, software, operating system, connectivity, and endpoint issues beyond routine first-level support.
• Investigate recurring or complex issues, identify root causes, and recommend improvements to systems, applications, configurations, or processes to help prevent future incidents.
• Manage and track assigned service requests and incidents to support timely resolution and accurate documentation within established service expectations.
• Create, update, and maintain IT documentation including procedures, technical guides, knowledge articles, and support records.
• Configure, deploy, maintain, and support desktop computers, laptops, tablets, smartphones, printers, scanners, peripherals, and other endpoint technology.
• Create, modify, and remove user accounts and computer objects in Active Directory, including support for account synchronization for hybrid users.
• Create, modify, and remove user and group objects in Active Directory and apply appropriate email aliases and access-related configurations.
• Manage Exchange distribution groups and mailboxes, including adding, modifying, and removing users and configurations as authorized.
• Support Microsoft Entra ID authentication administration for authorized non-administrative users, including viewing, setting, and resetting authentication method information.
• Maintain and administer technology assets and inventory records, including creating or modifying asset information in ITAM.
• Administer authorized user and device changes within VoIP phone systems.
• Administer authorized access and user/device functions within Apple Business Manager.
• Manage authorized Adobe license assignments and changes through the Adobe management portal.
• Assist with evaluating and selecting appropriate hardware and software solutions based on user and business requirements.
• Provide technical guidance, training, and knowledge sharing to end users and less-experienced support staff as needed.
• Communicate professionally about service status, technical issues, recurring problems, recommended solutions, and expected resolution timelines.
• Participate in IT projects, system upgrades, deployments, testing, and process improvement initiatives as assigned.
• Work with a constant state of alertness and in a safe manner.
• Travel to company or client locations as needed to provide on-site technical support.
• Perform other duties as directed.

Requirements

• High School Diploma or GED required.
• Experience using Microsoft Office Suite and project or IT service management software required.
• Valid state driver’s license and qualified to operate a vehicle under the conditions of the Company’s Driving Policy.
• Ability to pass drug, driving, and background screenings.

Technologies

• Microsoft Office Suite
• Active Directory
• Microsoft Entra ID
• Exchange
• Microsoft 365
• Endpoint technologies
• Microsoft Remote Desktop
• Citrix
• ShareFile
• LMIR
• TCP/IP
• VoIP phone systems
• Apple Business Manager
• Adobe management portal
• ITAM
• Adobe
• VoIP

Benefits

• Competitive wages and bonus programs
• Annual performance reviews with recommendations on training
• Mentorship Program
• Tuition reimbursement
• Health insurance through the Federal Employee Benefit Program (FEHB) with many plans to choose from and low employee premiums
• FSA health care and/or dependent care/HSA with HDHP
• Dental and Vision Insurance
• Employee Assistance Program for you and your family
• 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
• Paid time off is based on an employee working 2080 regular hours per year (40 hours per week), with potential increases per years of service in eligible status
• 401(K) match at $0.50 on the dollar up to 6% of your contribution

Working Environment

• Primarily performed in a professional office environment using standard office and IT equipment including computers, phones, printers, and scanners.
• Work may also occur at company locations and client sites to provide on-site technical support, deploy or maintain equipment, and troubleshoot technology issues.
• Work may require being in areas where construction, equipment, or other operational activities are occurring.
• May involve extended periods of computer use, frequent movement between work areas or locations, and handling or transporting IT equipment and devices.

Application

Please visit www.calistabrabrice.com/open-positions and use the Company tab to filter by subsidiary company. For questions or assistance with applicant accommodation, contact [email protected]. For the full job description including physical and environmental demands, reach out at the same email address.