Job Summary
: This position is responsible for performing specialized duties in the provision of service desk support to technology end users.
Work is performed and duties are carried out in accordance with established policies, procedures, and Borough core values: Accountability, Customer Focus, Dedication, Integrity, Responsiveness and Teamwork.
Pay Grade
: K1- DOE
Minimum Requirements
: High school diploma or equivalent, and specialized training in the field of work including college courses, certificate program, apprenticeship, etc.
Three years of experience in the occupational field, sufficient to understand the major duties of the position. Completion of required Incident Command System (ICS) course in accordance with established Borough Policy. Possession of or ability to readily obtain a valid drivers license issued by the State of Alaska for the type of vehicle or equipment operated. Must successfully pass a pre-employment background check.
Duties/Responsibilities
: - Serves as Tier I/II level support to troubleshoot and resolve hardware, software, printer and peripheral issues, fulfilling service and training requests. - Analyzes and troubleshoots problems via telephone, email and on-site. - Provides interpretation and documentation of issues and resolution in the ticketing system. - Provides on-site IT support for emergency response drills and incidents. - Support and troubleshoots VOIP phone system. - Sets up IT security access for new employees; disables access for terminated employees; manages changes to employee permissions. - Utilizes enterprise tools for computer imaging, automating software deployments, software patching, asset management, licensing compliance, computer security and reporting. - Configures, administers, manages and utilizes the incident management software for tracking and reporting all IT related services requests. - Assists in the development and establishment of standards, strategies, guidelines and procedures. - Monitors environment for incidents and works to find resolutions. - Manages hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals. - Provides oversight and functional direction of assigned contractor daily activities. - Performs related duties.
