Summary On-site support tier 1&2 levels technical issues for remote or in-person end users. Must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to reside in Alaska and be onsite fulltime. Responsibilities Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods. Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems. Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers. Documenting Standard Operating Procedures (SOP) related to support. Assist the customer through the problem-solving process and follow-up with resolution verifications. Responsible for initial trouble report of LAN connectivity problems before escalation to network team. Support Polycom Teams desk telephone. Support onsite HP/Poly telephone and conference rooms AV equipment. Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes: 1) delegation and assign tickets during work week and 2) monitor and support high priority requests after hours. Monitor site network equipment as needed. Other duties as assigned Qualifications An associate’s degree in computer science or related field preferred. Minimum of 2 years’ experience with desktop support. Minimum of 1 year supporting Microsoft O365 Minimum of 1-year experience administrating Windows 10 Minimum of 2 years’ experience creating Active Directory accounts Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification Must have good communication and documentation skills. Strong customer service and team skills proven customer interaction and customer support experience. Excellent customer service skills with the ability to multi-task. Must have the ability to rely on experience to correct technical problems. Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully and develops alternative solutions. Ability to work well in group problem solving situations. Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public. Estimated Salary/Wage USD $20.20/Hr. Up to USD $36.00/Hr.