Apply to Help Desk Position
About the Job
Do you love tackling tech challenges and helping people solve problems? Are you the go-to person when someone’s computer starts acting up? We’re looking for a passionate, tech-savvy individual to join our IT support team as the first point of contact for our customers.
When the phone rings, you’ll be the one who answers — ready to troubleshoot issues, provide clear guidance, and keep systems running smoothly. If a problem needs to be escalated, you’ll hand it off to the next level of support while ensuring the customer experience stays seamless.
We want someone who WANTS to come in each day and earn new certifications — someone genuinely excited about learning, growing, and building their IT career.
If you’re the type who goes home and still tinkers with PCs just for fun, you’ll fit right in here. We value curiosity, initiative, and a drive to keep improving.
We’re all about growth — so if you’re hungry to learn, eager to level up, and ready to kick-start your IT career, this is the perfect place to start.
What You’ll Do
- Be the first point of contact for customers needing technical assistance
- Troubleshoot basic hardware, software, and network issues
- Escalate more complex problems to higher-level support when needed
- Accurately document your work and track support tickets
- Follow up to make sure customer issues are fully resolved
- Participate in ongoing training and certification opportunities
What We’re Looking For
- About 1 year of help desk or technical support experience
- (Equivalent college coursework in IT counts too — tell us about it!)
- A genuine passion for technology and helping people
- Strong communication skills and a positive, customer-focused attitude
- Basic understanding of Windows, macOS, and networking fundamentals
- A willingness to learn, take training, and grow with our team
Why You’ll Love It Here
- Plenty of opportunities to learn, grow, and earn certifications
- A supportive, collaborative team that’s got your back
- Hands-on experience with a wide range of technologies
- A chance to build your IT career from the ground up
Job Duties:
- Tier-1 Help Desk Intake & Triage: Serve as the first point of contact for incoming client calls, emails, and portal tickets; log details accurately in the PSA/ticketing platform and prioritize based on impact and client SLA urgency.
- Workstation & Peripherals Support: Troubleshoot, configure, and resolve recurring desktop, laptop, and peripheral issues across Windows and macOS environments, including printer mapping, docking stations, monitors, and local scanning devices.
- Identity & Access Management: Manage user lifecycles, including onboarding and offboarding, password resets, multi-factor authentication (MFA) setups, and account permission updates within Microsoft 365, Active Directory, and Google Workspace.
- Network & Connectivity Troubleshooting: Diagnose common client connection faults, verify local IP configurations, assist users with secure VPN connections, and troubleshoot local network connectivity (Wi-Fi, switches, and modems) before escalating to Tier-2 network engineers.
- System Deployment & Patch Maintenance: Prepare, image, and deploy new hardware using remote management tools (RMM); execute initial configuration checklists and monitor routine endpoint patching and anti-malware health checks.
- On-Site Client Service & Hardware Swaps: Travel to local Juneau-area client offices for hands-on desk-side troubleshooting, hardware replacements, basic cable management, and physical delivery/pickup of IT equipment.
- Documentation & Knowledge Base Updates: Document standard operating procedures, track resolved tickets thoroughly with clear root-cause notes, and keep client site configurations and contact details updated.
Travel & Field Requirements
- Seasonal Travel Cadence: Periodic travel outside Juneau is required, primarily during the spring and summer seasons (typically 2 to 5 consecutive business days per trip, up to 1–2 times per month), with occasional short-notice dispatch as needed throughout the rest of the year.
- Regional Transit Comfort: Comfortable traveling via regional commuter flights (Alaska Airlines / wheeled bush planes), floatplanes, or the Alaska Marine Highway System (ferry) into remote Southeast Alaska communities.
- Weather & Schedule Adaptability: High comfort with logistical flexibility; must be adaptable to sudden travel delays, cancellations, or extended layovers caused by coastal Southeast Alaska weather patterns.
- Physical & Hardware Handling: Ability to pack, transport, lift, and carry IT equipment, tools, and replacement hardware (up to 50 lbs) onto and off transit vessels and into remote client job sites.
- Independent On-Site Execution: Capacity to work independently in the field with remote oversight, conducting scheduled client hardware rollouts, preventative maintenance checks, network rack cleanups, and hands-on site audits.
- Licensing & Travel Readiness: Must possess a valid Alaska driver's license with a clean driving record and a valid government-issued Real ID or Passport for regional air and maritime transit.