Helpdesk Technician

The Kenaitze Indian Tribe is seeking an entry-level Helpdesk Technician to deliver first-line computing support to end users across the Tribe’s program locations. This onsite role in Kenai, AK focuses on keeping desktops, laptops, printers, scanners, and related peripherals running smoothly through phone and remote assistance, supported by ticketing and Active Directory account management.

You will be the first point of contact for technical issues, helping users resolve common failures through basic diagnostics, escalation when necessary, and follow-up to ensure requests are handled in a timely manner. The position also supports hardware and software setup activities, including installation, configuration, testing, and troubleshooting of end-user devices.

What you’ll do

• Provide telephone technical support as the first level of contact for end users
• Use remote support tools to assist with technical issues
• Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures
• Investigate issues and escalate problems to the next level of support when needed
• Install, configure, test, and troubleshoot computers, laptops, printers, scanners, and other peripherals
• Track and document issue resolution using the ticketing system
• Follow up on outstanding requests and help ensure timely resolution
• Manage user accounts in Active Directory

Minimum requirements

• High School Diploma or General Education Degree (GED)
• Understanding of computer systems, mobile devices, and other technology products, with the ability to diagnose and resolve basic technical issues
• Must have a valid Alaska State driver’s license and remain insurable under the Tribe’s policy, or obtain within 90 days of hire
• Proficiency with Microsoft Suite, or ability to obtain training within 90 days of hire
• Provide service in a service-oriented manner, attentive, pleasant, respectful, and kind when dealing with un’ina, visitors, co-workers, and others
• Ability to work independently and collaboratively

Technologies used

• Active Directory
• Microsoft Suite
• CompTIA A+
• Network+
• Microsoft MCT

Working conditions

• Medium work with occasional up to 50 pounds of force, frequent up to 20 pounds, and/or up to 10 pounds constantly to move objects
• Stationary work with standing or sitting, plus walking and traversing
• Use of hands and fingers for operating and inspecting equipment
• Ability to climb stairs or ladders and balance as needed
• Stoop, kneel, crouch, or crawl when positioning equipment
• Ability to talk and hear, and to see for detecting and identifying details
• Exposure to dust
• Equipment and tools may include computer, printer, scanner, fax, copier, and other computer/network-related equipment
• Drives KIT or personal vehicle: personal
• Travel: local travel between the Tribe’s program locations; other travel for training may be offered but is not required

OSHA category

• Category III: normal routine involves no exposure to blood, body fluid, or tissue, and incumbents are not called upon to perform or assist in emergency care or first aid

Preferred qualifications

• Computer industry certifications including CompTIA A+ and Network+, and Microsoft MCT
• Experience with help desk ticketing systems and asset or inventory tracking tasks
• Knowledge and experience working with cultural diversities