Desktop Support Representative II

Why choose us?

Calista Brice is owned by Calista Corporation, an Alaska Native Corporation (ANC) established under the Alaska Native Claims Settlement Act of 1971. ANCs were created to support economic development and self-determination for Alaska's Indigenous peoples. Our work directly contributes to advancing the social, cultural, and economic welfare of over 35,000 Alaska Natives in the Calista Region.

Calista Brice is a dynamic family of 20+ companies tackling the toughest challenges in construction, engineering, and environmental services. Founded in 2012 and backed by over 60 years of industry experience, we've grown into a powerhouse group that combines the resources of a large organization with the agility and personal touch of smaller firms. Our team provides centralized services for our companies, such as IT, HR, and business operational support.

We deliver these vital services so our subsidiaries can focus on their specialized work. As part of our team, you'll develop versatile business skills while building relationships across diverse industries and making a meaningful impact on our entire organization. Your expertise will directly support our mission of strengthening our subsidiaries while creating opportunities that benefit Alaska Native communities.

As the Desktop Support Representative II, you will work onsite in Fairbanks, Alaska, and provide intermediate-level technical support to Calista Brice end users by independently troubleshooting, resolving, maintaining, and administering desktop systems, software, peripherals, user accounts, endpoint technologies, and related IT services. This position handles escalated and more complex technical issues that require greater technical knowledge, judgment, and problem-solving than first-level support.

The Desktop Support Representative II supports daily IT operations through timely resolution of service requests, accurate documentation, endpoint and account administration, equipment deployment, and continuous improvement of IT processes. This position may assist with technical projects, system administration tasks, and mentoring or knowledge sharing with less-experienced support staff.

Provide intermediate-level technical troubleshooting, repair, upgrades, configuration, and maintenance of desktop systems through phone, remote access, and on-site support. Independently diagnose and resolve hardware, software, operating system, connectivity, and endpoint issues that require advanced troubleshooting beyond routine first-level support. Investigate recurring or complex technical issues, identify root causes, and recommend system, application, configuration, or process improvements to prevent future incidents. Manage and track assigned service requests and incidents, to ensure timely resolution and accurate documentation within established service expectations.

Create, update, and maintain IT documentation, procedures, technical guides, knowledge articles, and support records. Configure, deploy, maintain, and support desktop computers, laptops, tablets, smartphones, printers, scanners, peripherals, and other endpoint technology. Create, modify, and remove user accounts and computer objects in Active Directory and support account synchronization for hybrid users. Create, modify, and remove user and group objects in Active Directory and apply appropriate email aliases and access-related configurations.

Manage Exchange distribution groups and mailboxes, including adding, modifying, and removing users and configurations as authorized. Support Microsoft Entra  administration, including viewing, setting, and resetting authentication method information for authorized non-administrative users. Maintain and administer technology assets and inventory records, including creating or modifying asset information in ITAM. Administer authorized user and device changes within VoIP phone systems. Administer authorized access and user/device functions within Apple Business Manager.

Manage authorized Adobe license assignments and changes through the Adobe management portal. Assist with the evaluation and selection of appropriate hardware and software solutions based on user and business requirements. Provide technical guidance, training, and knowledge sharing to end users and less-experienced support staff as needed. Communicate professionally with customers regarding service status, technical issues, recurring problems, recommended solutions, and expected resolution timelines.

Participate in IT projects, system upgrades, deployments, testing, and process improvement initiatives as assigned. Work in a constant state of alertness and in a safe manner. Travel to company or client locations as needed to provide on-site technical support. Perform other duties as directed.

Supervisory Functions:
This position does not have supervisory responsibilities.

Knowledge of desktop services and…