Help Desk Representative

The Help Desk Representative at Calista Brice provides first-level technical support to end-users across the organization in a fast-paced, customer service-oriented office environment. This onsite, entry-level role focuses on troubleshooting everyday hardware, software, and network issues while helping employees with common Microsoft Office applications and maintaining accurate request documentation in ticketing software.

Working with the IT team, you will serve as a primary point of contact for employees through phone, email, or in person, responding professionally and keeping requests organized from intake through resolution and escalation when needed.

Key Responsibilities

• Deliver first-level technical support to employees via phone, email, or in person.
• Troubleshoot basic hardware, software, and network issues.
• Support users with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Log, track, and document help desk requests and resolutions in ticketing software.
• Escalate complex issues to higher-level IT staff as needed.
• Assist with user account setup, password resets, and basic system access needs.
• Maintain excellent customer service and a professional demeanor in all interactions.
• Support IT-related administrative tasks as assigned.
• Work with a constant state of alertness and follow safe work practices.
• Perform other duties as directed.

Minimum Qualifications & Preferred Experience

• High School Diploma or equivalent required.
• No prior experience required; 3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience preferred.
• Microsoft Office coursework or certification (e.g., Word, Excel, Outlook) preferred.
• Basic understanding of computer systems, mobile devices, and other tech tools preferred.
• Experience or familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, or similar) preferred.
• An interest in pursuing a career in IT support or systems administration is preferred.

Knowledge, Skills, and Abilities

• Basic understanding of Microsoft Office applications (Word, Excel, Outlook, PowerPoint), including common troubleshooting steps.
• Familiarity with Windows operating systems and basic navigation.
• Awareness of basic IT concepts including file management, network connectivity, and user permissions.
• Understanding of customer service principles and best practices.
• Introductory knowledge of help desk ticketing systems and workflow.
• Strong verbal and written communication skills to explain technical concepts to non-technical users.
• Basic troubleshooting and problem-solving skills for software, hardware, and connectivity issues.
• Data entry and documentation skills using ticketing or case management systems.
• Time management and organizational skills to prioritize multiple support requests.
• Active listening and interpersonal skills to assess user needs quickly and accurately.
• Ability to remain calm and professional under pressure or when users are frustrated.
• Ability to follow instructions, procedures, and protocols accurately and consistently.
• Ability to learn and adapt to new technologies and systems quickly.
• Ability to work independently and collaboratively within a team.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Basic knowledge of Active Directory, including user account management, password resets, group membership, and common directory functions related to end-user support.
• Ability to pass drug and background screening.

Technologies Used

• Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Windows operating systems
• Ticketing software
• Active Directory

Work Location

Fairbanks, AK (onsite).

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Work Environment

• Fast-paced, multi-tasking, customer service-oriented office environment requiring efficient and effective performance.
• Adaptability regarding schedule and task changes to accommodate changing priorities.
• For the full job description including physical and environmental demands, contact [email protected].

Equal Opportunity & Reasonable Accommodation

• Calista Brice’s policy is to select, place, train, and promote the most qualified individuals based on relevant factors such as work quality, attitude, and experience, and provide equal employment opportunity in compliance with applicable laws.
• Reasonable accommodations are provided to qualified individuals with physical or mental disabilities according to applicable state and federal laws.

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 under the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).