Service Desk Technician II; Alaska Railroad

Job Title

This position provides end user support and maintenance within the organization's computing environment.

This position includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, desktop software and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required.

Duties and Responsibilities:

• Provides a high level of customer service for computer and computer systems and technical support to users throughout the Corporation.
• Takes ownership and responsibility of queries, issues and problems and follows them through to resolution or handoff to Tier 2 or 3 support.
• Monitors the ticketing and work management system to ensure high levels of customer support and swift response times.
• Responsible for monitoring, operating, managing, troubleshooting and restoring service to any ARRC User Computing Devices (UCD), phone, tablet, printer, peripheral device or other computing devices.
• Ensures operation of equipment by completing preventive maintenance requirements, diagnostics, and tests and through utilization of management software.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
• Troubleshoot network connectivity and interfaces.
• When the restoration is beyond the scope of the technician, the technician will escalate the issue/problem to proper personnel or contractor.
• Monitors the extended ARRC computing network for problems, identifying potential security or performance concerns and immediately escalating or addressing.
• Manages the Device and Account Lifecycle processes, including device provisioning and user account administration, i.e., account creation, management, termination and password resets on all ARRC applications and systems.
• Provides project management to computer or peripheral related projects, including, but not limited to, planning and execution. Plans and carries out the successive steps involved in projects as assigned.
• Contributes to team effort by accomplishing related duties as needed including being back-up for the Mail Run. Is required to drive company vehicles, i.e., pickup, suburban.

Must have three (3) years of experience as a computer technician, with experience supporting a Microsoft Active Directory environment. Experience supporting enterprise IT environments including Microsoft Operating systems, Exchange, and/or Image Deployment. Must possess the ability to understand complex data systems. Requires a valid driver's license. Relocation and installation of equipment may require lifting up to 50 lbs.

Please include any REQUIRED AND DESIRED QUALIFICATIONS in your APPLICANT PROFILE and/or RESUME. If using work experience not already documented in your application, also provide the employer name, your job title, dates of employment and whether full- or part-time. Your application will be closely reviewed to determine if the responses are supported and minimum qualifications are clearly met. If they are not, the applicant will not advance to the interview and selection phase of the recruitment.

Alaska Railroad Human Resources Department  Phone:  Mailing Address: P.O. Box 107500, Anchorage, AK  Street Address: 327 West Ship Creek, Anchorage, AK Fax Number:  Alaska Railroad Corporation is an equal opportunity employer WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at (toll free) or  if you are located in the Juneau area.

Requests for information may also be emailed to recruitment.services . For applicant password assistance please visit: