L1 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 Role The Level 1 Help Desk Technician is the front line of our Help Desk—the first voice and first hands our clients encounter when something isn't working. This role is built for someone early in their IT career who is eager to learn, coachable, and ready to build the fundamentals every great technician is built on.
You'll work under the guidance of Level 2 and Level 3 technicians, resolving tickets with defined steps and escalating what's beyond your scope. Every ticket you close well and every issue you learn to solve on your own moves you closer to Level 2.
Level 1 is where we invest in people from day one. If you show curiosity, reliability, and a drive to get better, we will actively work with you to grow into Level 2 and beyond. What You’llDo

Technical Execution

• Serve as the first point of contact for incoming Help Desk tickets, phone calls, and client requests.
• Keep your ticket queue actively triaged and reviewed—aging or idle tickets should be rare.
• Clarify the issue with the client before beginning troubleshooting, soyou'resolving the right problem the first time.
• Triage and resolve common issues—password resets, account lockouts, printer and peripheral problems, basic hardware/software troubleshooting, and routine Microsoft 365 requests—within established SLA targets.
• Escalate issues youcan'tresolve to Level 2 or Level 3 technicians promptly, with clear troubleshootingdetailsso the next technicianisn'tstarting from zero.
• Recognize priority issues quickly and flag them appropriately, so a client is never left waiting without an update whileyou'restuck.
• Use AI tools to help you troubleshoot faster, look things up, and write clearer client communication—AI fluency starts on day one at Hansen Gress.

Process, Documentation & Knowledge

• Follow the standard ticket workflow and existing documentation closely, and flag anythingthat'sunclear, outdated, or missing.
• Use knowledge base resources during troubleshooting.
• Log ticket notes that tell the full story of the issue and its resolution, clearly enough for another technician to pick up where you left off.
• Enter complete,accurate time entries as you work.

Communication & Client Experience

• Communicate clearly and courteously with clients, even whenthey'refrustrated.
• Provide proactive updates while work is in progress—not just when a ticket opens or closes.
• Explain solutions in clear, client-friendly language, including next steps orpreventionguidance when appropriate.
• Represent Hansen Gress professionally in every interaction, however small.

Ownership & Accountability

• Own your assigned tickets from intake through resolution or handoff—don'tlet things go quiet.
• Meet your commitments and timelines consistently.
• Accept feedback and coaching from Level 2/Level 3 technicians as a normal, expected part of growth.
• Take team meetings and training seriously and show up prepared.

Who You Are

• You'reearly in your IT career—0–2 years of experience, relevant certifications (CompTIA A+, Network+, or similar), IT coursework, or comparable hands-on experience/aptitude.
• You'recoachable. You takedirectionwell and actively look for feedback.
• You'rea clear, patient communicator, especially with non-technical people.
• You'redetail-oriented and can follow a process precisely.
• You'recurious—you want to understand why something broke, not just thatit'sfixed.
• You'recomfortable admitting what youdon'tknow and asking for help.
• You'rereliable and show up ready to work every day.
• Living in Alaska is either a passion of yours or a dream you want to fulfill. We are looking for someone who is “all in”on Alaska and fits our team and culture.

Technical…