Service Desk Specialist III - IT Operations - On Site

Service Desk Specialist III - IT Operations - On Site Work Schedule

Join to apply for the Service Desk Specialist III - IT Operations - On Site Work Schedule role at Alaska Native Tribal Health Consortium (ANTHC).

The Alaska Native Tribal Health Consortium is a non‑profit Tribal health organization dedicated to meeting the unique health needs of Alaska Native and American Indian people. Through partnership with the Alaska Tribal Health System and a network of Tribal health organizations, ANTHC provides world‑class medical services, wellness programs, disease research and prevention, rural provider training, and rural water and sanitation system construction.

ANTHC is the largest comprehensive Tribal health organization in the United States and Alaska’s second‑largest health employer, with more than 3,100 employees serving the nation’s most underserved communities.

• Medical insurance through the Federal Employee Health Benefits Program (20+ plans)
• Cost‑Share Dental and Vision insurance
• Discounted Pet insurance
• Retirement contributions (403(b) and 401(a) with employer match up to 5% of eligible pay)
• Paid Time Off (6 hours per pay period, accruals increase with years of service)
• Eleven paid holidays
• Paid parental leave eligibility after six months of employment
• Short/Long Term Disability, AD&D, and Life Insurance (100% covered by ANTHC)
• Flexible Spending Accounts for Healthcare and Dependent Care
• Ancillary cash benefits (accident, hospital indemnity, critical illness)
• On‑site child care facility with expert‑designed classrooms and preschool program
• Employee Assistance Program (grief, financial counseling, mental/emotional health, legal advice)
• Tuition discounts at Alaska Pacific University for employees and dependents
• On‑site training courses and professional development opportunities
• License and certification reimbursements and occupational insurance for medical staff
• Gym access to Alaska Pacific University (swimming pool, rock climbing, workout gym, discounts for outdoor equipment rentals)
• Emergency travel assistance
• Education assistance and leave eligibility
• Discount program for travel, gym memberships, amusement parks, and more

Under general supervision, works as part of the HIT Service Desk Team, managing incidents through Tier 2, providing advice and guidance to customers and end users, ensuring professional resolution of incidents and requests, managing service level expectations, and maintaining clear communications links to improve service.

• Use excellent problem solving, communication, and interpersonal skills to provide a five‑star customer experience.
• Take ownership of resolving Tier 1 customer service requests related to hardware and software across a diverse IT landscape.
• Act as the primary resource for proactively identifying incidents, trends, repetitive incidents, and unusual circumstances that might impact HIT services.
• Provide Tier 2 support for a variety of IT issues, ensuring rapid restoration of normal service operations.
• Document and track all requests and record all associated activity and resolutions via IT Service Management tools.
• Use a wide variety of techniques to analyze personal computer and peripheral functionality, identify, repair, and resolve incidents within scope up to Tier 2 technical support.
• Use documented incident management processes to acknowledge, route, elevate, and report on incidents that affect users and critical systems.
• Facilitate knowledge sharing by creating Knowledge Base Articles for support teams and customers.
• Provide technical support and assistance, troubleshooting PC hardware, printers, network connectivity for Windows, Apple, and Linux/Unix‑based operating systems and application software packages.
• Set up, configure, and support new and existing workstations (desktops, laptops, tablets) for internal and external use.
• Manage all aspects of endpoint deployment processes, including imaging, software automation, scripting, and documentation.
• Act as an advocate for the user community, articulating user concerns and recommending solutions.
• Participate in incident, problem, change, and release management teams, and collaborate with HIT managers…