Help Desk Representative

Job Overview

As the Help Desk Representative, you will work onsite in Anchorage, AK and will provide technical support to end‑users across the organization. You will have a passion for helping others, strong communication skills, and a desire to grow in IT. This entry‑level role is ideal for candidates with 3 to 6 months of hands‑on experience and completed coursework in Microsoft Office (Word, Excel, Outlook, PowerPoint).

• Provide first‑level technical support to employees via phone, email, or in person.
• Troubleshoot basic hardware, software, and network issues.
• Assist users with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Log, track, and document help desk requests and resolutions using ticketing software.
• Escalate complex issues to higher‑level IT staff as needed.
• Support user account setup, password resets, and basic system access needs.
• Provide excellent customer service and maintain a professional demeanor in all interactions.
• Assist with IT‑related administrative tasks, as assigned.
• Work in a constant state of alertness and in a safe manner.
• Perform other duties as directed.

• Basic understanding of Microsoft Office applications (Word, Excel, Outlook, PowerPoint), including common troubleshooting steps.
• Familiarity with Windows operating systems and basic navigation.
• Awareness of basic IT concepts such as file management, network connectivity, and user permissions.
• Understanding of customer service principles and best practices.
• Introductory knowledge of help desk ticketing systems and workflow.
• Strong verbal and written communication skills to effectively explain technical concepts to non‑technical users.
• Basic troubleshooting and problem‑solving skills for software, hardware, and connectivity issues.
• Data entry and documentation skills using ticketing or case management systems.
• Time management and organizational skills to prioritize multiple support requests.
• Active listening and interpersonal skills to assess user needs quickly and accurately.
• Ability to remain calm and professional under pressure or when dealing with frustrated users.
• Ability to follow instructions, procedures, and protocols with accuracy and consistency.
• Ability to learn and adapt to new technologies and systems quickly.
• Ability to work independently and collaboratively within a team.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Basic knowledge of Active Directory, including user account management, password resets, group membership, and common directory functions related to end‑user support.

• No prior experience required; however, 3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience is preferred.
• Ability to pass drug and background screening.

• Completion of Microsoft Office coursework or certification (e.g., Word, Excel, Outlook) is preferred.
• Basic understanding of computer systems, mobile devices, and other tech tools is preferred.
• Strong communication and interpersonal skills is preferred.
• The ability to learn quickly and follow technical instructions is preferred.
• Familiarity with help desk ticketing systems (e.g., Zendesk, Service Now, or similar) is preferred.
• An interest in pursuing a career in IT support or systems administration is preferred.

The IT team operates in a fast‑paced, multi‑tasking, customer‑service‑oriented office environment requiring efficient performance. Adaptability to schedule and task changes is necessary to accommodate shifting priorities.

• Competitive wages and bonus programs.
• Annual performance reviews with training recommendations.
• Mentorship program.
• Tuition reimbursement.
• Health insurance through the Federal Employee Benefit Program (FEHB) with many plans and low employee premiums.
• FSA health care and/or dependent care/HSA with HDHP.
• Dental and vision insurance.
• Employee Assistance Program.
• Company‑paid life insurance, AD&D, LTD, voluntary paid life insurance, AD&D, STD, accident, cancer/critical illness, and whole life insurance.
• Paid time off based on paid regular hours per year, increasing with years of…