Help Desk Technician

Help Desk Technician in Juneau, AK

An objective, accurate, and timely service provider, the nonpartisan Legislative Affairs Agency supports the Alaska Legislature and Alaskans by informing policy making, facilitating public access to the legislative process, and preserving 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 and have exceptional oral communication and customer service skills, this may be the position for you!

We are recruiting a Help Desk Technician for a full‑time role starting soon and working through the legislative session. The position requires political neutrality and consists of 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. They answer queries and resolve computer issues for users in person, electronically, or via telephone. The IT Help Desk Technician works with Technical Services, Networking, and Programming to provide clients with optimum level 1 technical support, handling more complex technical problems and providing expanded training.

• 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.
• Perform remote and in‑person troubleshooting.
• Determine the best solution based on the issue and details provided by customers.
• Appropriately escalate 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 part of Alaska history. The LAA provides essential nonpartisan support where vital policy and laws are created. We work in a dynamic environment and teamwork is fundamental to everything we do.

• Accountability – responsible use of human, financial, and environmental resources.
• Respect – services without discrimination or judgment.
• Integrity – honesty and ethics in our work.

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

Help Desk Qualifications /

Skills:

• Experience in computer support services.
• Extensive knowledge of the Windows Operating system.
• Knowledge of commonly used PC software and hardware, network management tools, diagnostic software for PCs.
• Ability to diagnose and resolve fundamental technical issues.
• Strong client‑facing and communication skills.
• Windows Active Directory knowledge.
• Microsoft Office 365 skills.
• Basic knowledge of the Alaska Legislature and state government.
• Ability to act professionally, objectively, and impartially in dealing with legislators and the public.
• Ability to maintain confidentiality and handle politically sensitive work.
• Diligence, dependability, and…