Technical Support Analyst; Overnight Shift

Job Summary

Provide initial technical support to Clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. The Technical Support Analyst is responsible for receiving information, diagnosing symptoms, and resolving IT‑related problems. This position will need to deliver Client service within specified service levels. Typically, the Technical Support Analyst will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software setup, and assistance with navigating around application menus.

• First line responder to incoming issues through chat, email‑generated tickets, or phone
• Direct unresolved issues to the next level of support personnel
• Troubleshoot straightforward workstation‑based software and hardware issues with:
  • Microsoft supported Windows Operating systems
  • Microsoft supported Office / O365
  • Adobe
  • Apple Mac supported Operating systems (workstations)
  • Sophos and other major AV brands
  • Component failure and pending failure behavior
  • Failed startup beep codes
  • Computer event logs and third‑party alerting tools
  • Local and network printers, as well as other peripherals such as keyboards and monitors
• Assist users with basic "How do I?", "Where do I?" type of technical questions
• Understand and troubleshoot basic user permissions and workstation interaction in domain and workgroup environments
• Understand and administer user level tasks in the Microsoft Office 365 environment:
  • Learn the difference between synced and cloud environments
  • Learn licensing levels to include subscription offerings
  • Perform various user account actions such as password resets, applying appropriate licensing, litigation hold, and disabling
• Assist in system monitoring to identify and react to alerts, backup events, connectivity, and security events
• Learn and understand basic functions of third‑party applications
• Understand and use documentation including client technical documentation, "how to" documentation, knowledge base articles, internal procedures/processes, etc. Suggest updates to existing documents to keep current.
• Accurately enter and maintain issue information including notes and resolution
• Perform more complex tasks (directly supervised or manager‑approved) to gain experience or to assist with real‑time support needs
• Contribute to team goals such as SLA requirements, resolution, and client satisfaction
• Adhere to work group and company policies outlined in Team Member handbook, electronic communication, and other documentation
• Other duties as assigned

• High school diploma or GED required; some college preferred
• 2+ years of relevant experience in a technical help desk environment preferred
• Certifications beneficial but not required. Desired certifications/examinations include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA (such as Exam 70‑697: Configuring Windows devices)
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed
• Valid driver’s license, personal auto insurance and reliable personal vehicle
• Ability to travel to client sites as needed, leveraging personal vehicle for local dispatch

The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Job may require some travel.

It is Arctic Information Technology, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer,…