L2 Help Desk Technician

Hansen Gress
is a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage. We're ~30 people today, scaling quickly, and investing in the people and systems needed to serve our clients with consistency and excellence.

We run lean, trust our team, and believe in leadership that works alongside people—not above them.

We'rerelationship-first, execution-focused, and allergic to bureaucracy. If you want to own your work, improve how things get done, and grow into something bigger, this is the right place.

The Level 2 Help Desk Technician independently resolves most ticket types and keeps their queue moving with minimal oversight. You're trusted to manage your own workload, spot patterns across tickets, and keep clients confident even when an issue takes some digging.

At Level 2, you're expected to do more than close tickets faster than Level 1- you're building the judgment, technical depth, and communication skills that define a Level 3 Technician, and we actively invest in getting you there.

Strong, consistent performance at Level 2 is the clearest path to a Level 3 seat, where you'll take on our hardest escalations and most complex client environments.

• Independently resolve most ticket types efficiently and with minimal oversight, including issues involving Active Directory, Group Policy, and DNS at an intermediate level.
• Recognize recurring issues and work to reduce them, not just resolve them one ticket at a time.
• Prioritize your workload appropriately against overall team demand.
• Recognize when an issue is infrastructure-related (network,firewall, server) and elevate it to Centralized Services or Level 3 with clear diagnostic detail.
• Use AI tools actively to speed up troubleshooting, documentation, and client communication.
• Evaluate basic business impact while troubleshooting, not just technical impact, and elevate at the appropriate time - neither too early nor after a client has already felt the impact.

• Documentworkconsistently and clearly, andlook for ways to improve existing documentation.
• Create knowledge base articles for recurringissuesso the whole team benefits from whatyou'velearned.
• Identify process gaps and help close them - your fixes should be repeatable, not one-off.
• Begin mentoring Level 1 technicians - answering questions, reviewing their ticket notes, and modeling good troubleshooting habits.

• Communicate proactively with clients, teammates, and leadership,maintaining confidence even during more complex issues.
• Provide proactive updates to clients throughout troubleshooting, not just at resolution.
• Document work so thoroughly that another technician can continue it seamlessly.
• Handle difficult conversations professionally when a client isfrustratedor a fix is taking longer than expected.

• Own your tickets end-to-end and manage your work in the context of what the team needs, not just your own queue.
• Actively support teammates during high-volume periods.
• Take feedback and turn it intoconsistentimprovement.
• Contribute positively to team culture and help set the standard for what good looks like.
• Mentor junior technicians and invest in their development as a direct expression of your own growth.

• You have meaningful IT support experience - typically 2-5 years - including some time in an MSP or IT services environment, or you've clearly outgrown Level 1 work.
• You can troubleshoot most day-to-day issues independently and know when to ask for help.
• You'restarting to see patterns across tickets and clients, andyou'recurious about the “why,” not just the fix.
• You communicate clearly with both clients and teammates and keep people informed.
• You take documentation seriously and understand that clear notes help everyone, including future you.
• You enjoy helping newer technicians and don'tmind being asked questions.
• You'reorganized and can manage a mixed workload without things slipping through the cracks.
• You'rehungry to grow—Level 2 is astepping stone, and you want to keep building toward Level 3.
• Living in Alaska is…