Support Jobs in Anchorage, AK

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7d ago

Call Center/Help Desk Technician III

Bowhead Anchorage, AK

Anchorage, AK

7d ago

Full time Active Directory Application Support Computer Skills

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Job Description

Responsibilities

Serve as the initial contact for reporting technical issues and answering questions regarding software, hardware, and network concerns.
Accurately diagnose and resolve technical problems.
Escalate issues to appropriate resources when necessary to ensure timely resolution.
Document requests for assistance clearly in the ticket management system and track incidents through to resolution or escalation.
Prioritize workload and exercise sound judgment while managing multiple tasks.
Provide operational technical support to clients on-site and remotely for company managed equipment.
Oversee ongoing maintenance and deployment of new hardware and software for device life cycles.
Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.
Deliver on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
Serve as an escalation point to the Tier 1 group for application or hardware inquiries related to Microsoft Office and Windows OS.
Imaging of desktop and laptop computers; familiarity with System Center Configuration Manager (SCCM) and Azure Intune is a plus.
Set up, configure, and troubleshoot video conferences for internal and external meetings.
Prepare workstations, including the setup and configuration of laptops and desktops.
Interface with hardware vendors to facilitate repair and installation.
Continuously identify opportunities to improve efficiency and effectiveness in issue resolution.
Manage small projects as needed and communicate technical issues and project execution with IT Managers and Network/Server Engineers.

Requirements

Proficiency with current Windows operating systems.
Experience with Active Directory and Azure Active Directory, M365 Multifactor Authentication, and BitLocker.
Experience administering and troubleshooting M365 Cloud Applications, including Exchange Online, OneDrive, Teams, and SharePoint.
Experience with PowerShell scripting.
Knowledge and experience supporting, troubleshooting, and configuring PC hardware and peripherals.
End-user desktop support, mobile device support, email support, and phone support.
Minimum 4 years of relevant experience.
Bachelor's degree in Management Information Systems, Computer Science, or a related field (preferred).
Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
Excellent oral and written communication skills, with strong problem sensitivity and deductive as well as inductive reasoning.
Strong information organization skills with attention to detail and effective prioritization.

Technologies

Windows OS
Active Directory
Azure Active Directory
M365 Cloud Applications (Exchange Online, OneDrive, Teams, SharePoint)
PowerShell
System Center Configuration Manager (SCCM)
Azure Intune
Microsoft Office
ITSM tool

Security Clearance

There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.

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