Service Desk Analyst

The University of Alaska Fairbanks is seeking a Service Desk Analyst to act as the primary point of contact for technology support for UAF and UA customers. This on-site role focuses on assisting users with desktop, laptop, application, and resource access issues while providing customer support through multiple communication channels.

Key Responsibilities

• Serve as the first point of contact for technology support for UAF and UA customers.
• Partner with students, faculty, and staff to identify needs and resolve issues involving desktops, laptops, applications, resource access, and related technology services.
• Apply knowledge of UAF and OIT technology services, including Canvas, Blackboard, and Google Suite, to support customers.
• Provide assistance through phone, chat, in person, email, and a service request platform.
• Work with diverse teams to identify and improve technology solutions.
• Join project teams and collaborations across the UA system as knowledge and expertise expand.

Required Qualifications

• Excellent communication and interpersonal skills for effective customer interaction.
• Ability to explain technical concepts and solutions to non-technical individuals.
• Strong customer service orientation with empathy and patience.
• Proficiency in troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Basic understanding of computer hardware components and peripherals.
• Knowledge of Microsoft Office Suite, Google Workspace Suite, and other common business applications.
• Critical thinking ability to resolve complex problems.
• Capacity to work effectively in a team and collaborate with colleagues.
• Willingness to share knowledge, contribute to team discussions, and support teammates.
• Commitment to a purpose-focused culture of accountability and owning results.
• Ability to accurately document support requests, troubleshooting steps, and solutions.
• Proficiency in creating clear, concise technical documentation and knowledge articles.
• Associates degree or 3 years experience in a relevant field (Information Technology or related), or an equivalent combination of training and experience.
• Excellent customer service skills, or demonstrated ability to learn.
• Ability to support and troubleshoot systems, workstations, and peripherals with minimum supervision.
• Demonstrated experience engaging in an inclusive environment.
• Passion for helping people from diverse backgrounds succeed.

Technology Tools

• Canvas
• Blackboard
• Google Suite
• Microsoft Office Suite
• Google Workspace Suite

Benefits

• Competitive salary
• Full employee benefits package
• Retirement options
• Annual leave
• 12 paid holidays per year
• Tuition waivers for employees and family members
• Affordable medical, dental and vision care coverage

Position and Application Details

• Location: On-site on the UAF Troth Yeddha' campus in Fairbanks, Alaska.
• Employment: Full-time, non-exempt staff position with a competitive salary and full employee benefits package.
• Compensation: New hires will be placed on the UA Staff Salary Schedule, Grade 78, based on education and experience.
• Application review begins: Thursday, October 8, 2026.
• Application deadline: Submit by 11:55 PM Alaska Standard Time on Wednesday, October 7, 2026 to ensure consideration.

Contact for Questions

For questions regarding this position, contact Lee Ann Amerson, NTS HR Coordinator, at:

• Email: [email protected]
• Phone: (907) 474-6664

Reasonable Accommodations

The University of Alaska (UA) provides reasonable accommodations to individuals with disabilities throughout the hiring process. Contact [email protected].