Help Desk Technician

Job Description

The nonpartisan Legislative Affairs Agency provides objective, accurate, and timely services and products to the Alaska Legislature and Alaskans to support and inform policy making, facilitate public access to the legislative process, and preserve the legislative institution.

Working in seamless partnership across sections, staff approach their tasks with professionalism, grace, and courtesy in supporting the challenging and vital work of the legislative branch.

If you enjoy a multi-functional position, have exceptional oral communication and customer services skills, this may be the position for you!

The Legislative Affairs Agency, Division of Technology & Information Section, is recruiting for a Help Desk Technician. The position is a full-time position starting soon and working through the legislative session. The Help Desk Technician is required to be politically neutral. The Help Desk Technician position will work 40 hours per week.

Help Desk employees provide technical support to employees of the Alaska Legislature, Legislative Affairs Agency, Alaska Ombudsman’s Office, Office of Victim Rights, Legislative Finance, and Legislative Ethics. Answer queries and resolves computer issues for users in person, electronically, or via telephone.

IT Help Desk Technicians/Help Desk Assistants work with Technical Services, Networking, and Programming to provide clients with optimum level 1 technical support.

IT Help Desk Technician position is distinguished from the Help Desk Assistant position by the Help Desk Technician’s responsibility for handling more complex technical problems and for its expanded training role.

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, or in person.
• Triage and prioritize user issues and technical problems.
• Performing remote and in-person troubleshooting.
• Determine the best solution based on the issue and details provided by customers.
• Appropriately escalated unresolved queries to the next level of support.

• Provide technical support for Office 365, Adobe products and Apple and Microsoft operating systems.
• Develop new training materials for software products/programs.
• Conduct training classes on standard software applications.
• Provide end-user problem resolution utilizing Ivanti, Active Directory, and Microsoft Teams.
• Conduct installation of new or revised software applications and assist users in data migration from one software application to another.
• Assist with the installation and configuration of new workstations on the local network.
• Troubleshoot network printer problems.
• Set up laptops and projectors for presentations.
• Provide technical support for all legislative telephone systems. Performing phone system installs, moves, adds, changes, and deletes for core locations in Juneau, Anchorage, and Fairbanks. Manage third-party, stand-alone systems used in each Legislative Information Office and legislative offices throughout the state.
• May perform other duties as assigned.

Working here is a chance to be a part of Alaska history. LAA employees provide essential nonpartisan support to the Legislature where vital policy and laws are created. The Agency is made up of eleven sections led by a management team with 200 years of combined legislative experience and institutional knowledge who, along with our staff, share an unwavering commitment to serving Alaskans.

We work in a dynamic environment and teamwork is not just a buzzword, but fundamental to everything we do.

• Accountability. We are committed to responsible use of human, financial, and environmental resources.
• Respect. We provide services without discrimination or judgment.
• Integrity. We are honest and ethical in our work.

The Alaska Legislature values the unique contributions that candidates with diverse experiences, knowledge and backgrounds can bring to our work. We are an equal opportunity employer committed to embedding diversity, equity, inclusion, and accessibility at our workplace.

The Alaska Legislature offers health benefits including a range of coverage choices for medical, dental, and vision; a health flexible spending account; as well as other health services such as Teladoc, Hinge Health, and Surgery Plus. In addition, there are a variety of supplemental elections: life insurance, additional accidental death and dismemberment, critical illness, and both short- and long-term disability.

Employees have access to a 24/7 Wellness Center, which is a small fee-based workout facility ($50 annually) with two treadmills, two ellipticals, one recumbent bike, strength training equipment, free weights, two showers, one steam room, lockers, and towel service.

For mental health wellness, the State of Alaska offers free, confidential help through the Employee Assistance Program (EAP).

The State offers…