Tech Support II

Tech Support II

Date Posted: 5/20/2026

Location:

INFORMATION TECHNOLOGY

The Tech Support II works closely with other Information Technology staff to provide technical support for Anchorage School District users regarding server, desktop operating system, and application issues. The position has a retirement association with the Public Employees' Retirement System (PERS).

• Associate's degree with major emphasis in computer science, MIS, or a related field of study is required. Equivalent education, training, and experience may be considered in lieu of the degree requirement.
• Two years of experience in an information technology environment with emphasis in microcomputer operating systems and support.
• In-depth knowledge and experience troubleshooting and working with Windows and Macintosh operating systems, applications, and hardware.
• Experience with Helpdesk software. Must have exceptional listening and logical reasoning skills to analyze problems and determine effective solutions.
• Must have own transportation and a current Alaska driver's license and be prepared to use it on company business.
• Must be prepared to work outside normal working hours as required.

The following are preferred:

• A+, Microsoft MCSE, Apple, or Cisco certification.
• Experience with server based applications and data communications networks.
• Experience with Unix, OSX, and Windows operating systems and shell scripting.
• Experience with Anchorage School District locations, applications, and procedures.

• Act as a lead at the IT Service Desk, providing effective, professional technical assistance to potentially irritated or discouraged users of IT systems and applications, both via telephone and electronic means.
• Learn and interpret ASD policies and procedures, adapt to new systems, situations, and requirements, and coordinate multiple projects simultaneously.
• Document all escalated tickets to appropriate groups for resolution.
• Supervise, train, and assist staff in computer and application usage as required.
• Work with the systems, programming, and networking staff on client-server based application deployment and troubleshooting and document results.
• Document and troubleshoot desktop operating systems, user applications, and supported peripherals and develop training manuals and aids for applications.
• Work with the application, network, and support staff to monitor application connectivity over the district network as required.
• Document troubleshooting and service request procedures.
• Monitor the phones and generate service desk tickets.
• Track and assign tickets until completion and maintain ticket data.
• Support and assist with the performance of quality assurance checks on resolved tickets to ensure customer satisfaction.
• Create, develop, and maintain a definitive media library of current software and license data for the Information Technology Department.
• Implement operations level agreement policies and procedures.
• Support the implementation of the service level agreement policies and procedures.
• Support the implementation of the methods to improve key performance indicators, critical success factors, and continual service improvement.
• Evaluate courses of action and proposed solutions to problems in the test environment.
• Establish and maintain productive relationships, supporting and advising staff on policy, procedures, and priorities.

The physical demands of this job require frequent standing, walking, sitting, speaking, and hearing. Specific visual abilities are also required. The employee is regularly required to reach with hands and arms and occasionally lift items weighing less than 40 lbs. The employee must be able to communicate by oral and written means in an appropriate business manner and have cognitive skills to understand instructions, readily recall facts and details, handle conflict, and make effective decisions under pressure.

The employee must have the ability to effectively manage the stress of working with students, parents, and other employees representing diverse cultures, personalities, and work styles in a dynamic work environment.

The Anchorage School District is committed to providing reasonable accommodations, according to applicable state and federal laws, to all individuals with qualified physical or mental disabilities.

Work is performed in a professional environment with a wide variety of individuals having differing functions, personalities and abilities, including working with diverse groups of people in a variety of different settings. While performing the duties of this job the employee may be regularly exposed to a video display. The employee may be exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other…