IT Support Analyst II

Anchorage ,AK

We are searching for an experienced IT Support Analyst II at our Anchorage AC 3403 Minnesota Dr facility.

Primary Duties and Responsibilities:

Humanizing Technology, Alasconnect provides full-scale technology sustainment, strategic planning, and professional services to our clients, allowing them to achieve their greatest ambitions. We seek diversity in our work and know we and our clients are enriched when multiple viewpoints and skillsets are employed. We are proud to be an EEO and AAP employer.

Position Summary

Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.

Essential Functions

Assist clients, telephonically & electronically, with their cloud and on-premises technology systems

Understand, identify, triage and troubleshoot client environments utilizing Remote Access/Remote Desktop programs

Provide consultation services to clients using Remote Access programs

Elevate client issues as appropriate to other departments within organization

Participate in call center functions including client meetings, team meetings, and training exercises

Remain current on relevant certifications

Non-Essential Functions

Continual learning and improvement

Provide help-desk support for employees

Practice time management

Other duties as assigned

Knowledge, Skill & Ability Requirements

Intermediate knowledge of Microsoft Windows computing environments, Mobile Device Management Azure AD, and Microsoft 365

Intermediate knowledge of computer system and network functions

Intermediate knowledge of computer security

Exceptional follow-through and attention to detail

Excellent oral and written communications skills

Ability to work independently and with a group

Ability to work with diverse groups of clients and stakeholders

Ability to work in a fast-paced environment with changing deadlines and needs

Required Qualifications:

Qualifications

Three years' experience in customer service or related field

One years' experience at the Analyst I level, or equivalent

Associates degree in computer science, information technology, or related field (a combination of education and experience may be substituted)

Completion of Service Desk/Call Center Training (or within three months of hire)

Relevant professional certifications preferred

full (PDF) job description available upon request

Employment Type: Full - Time

Compensation Type: Hourly Wage

Alasconnect is an Equal Opportunity Employer. Alasconnect offers competitive compensation, health insurance, 401(k) plan, annual leave, and more. A complete job description is available upon request. Qualified individuals should apply online here:

https://mta.csod.com/ux/ats/careersite/10/home/requisition/771?c=mta&source=MilitaryJobs

Job Ref: 141955

Matanuska Telephone Association

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IT Support Analyst II