Help Desk Manager jobs in Fairbanks, AK

Overview

Doyon, Limited's mission is to continually enhance our position as a financially strong Native corporation to promote the economic and social well-being of our 20,000 shareholders. We provide exceptional career opportunities for individuals who value professionalism, collaboration, and a commitment to excellence. We understand the importance of treating our employees well and the impact motivated employees have in helping us succeed in our vision to be the leader in all we do.

COMPREHENSIVE BENEFITS PACKAGE: 

Doyon, Limited offers a highly competitive benefits package that makes up a significant portion of an employee's total compensation. Eligible employees may participate in the following benefits (these details are for informational purposes only and are subject to any policy or plan changes):

• Paid Time Off (PTO)
• Paid Holidays
• Medical Insurance
• Dental & Vision Insurance
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA)
• Life insurance
• Short and Long-Term Disability
• 401(k) Plan & Employer Match
• Profit sharing
• Employee Assistance Program
• Tuition Assistance

JOB SUMMARY:  Under the supervision of the IT Service Delivery Manager, the Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. Tasks include receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level.

**This position is located in Fairbanks, Alaska**

Responsibilities

ESSENTIAL FUNCTIONS:

• Good customer service skills with the ability to interface and help end users
• Provide computer/network support for all software and hardware problems reported by users
• Manage daily support calls and tracking
• Install new software applications or hardware on the network, coordinating assistance from third parties when necessary
• Provide support for Tablets and Smartphones, including Android, iOS, and Windows
• Work independently at assigned sites; take initiative to resolve issues as observed
• Provide audio/visual support for corporate functions; Assist with the corporation's annual meeting IT needs
• Provide service to all departments and subsidiaries
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
• Install and maintain anti-virus software
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals
• Develop quick reference guides and FAQ lists for end users
• Perform after-hours and on-call duty as assigned
• Travel offsite and to remote locations as necessary
• Other duties as assigned

DOYON LIMITED CORE COMPETENCIES:

• Commitment to Excellence – Identifies what needs to be done and takes action to achieve a standard of excellence beyond job expectations
• Corporate Values- Understand, embrace, and integrate Doyon corporate values into everyday duties and responsibilities
• Customer Service – Identifies and responds to current and future client needs by providing excellent service to internal and external clients
• Safety and Security – Promotes a safe work environment for co-workers and customers
• Teamwork – Resourceful team player who builds, strengthens, and maintains collaborative relationships with others inside or outside the organization

JOB-SPECIFIC COMPETENCIES:

• Adaptability- Adapts to changing conditions and work assignments, sets priorities, and manages multiple assignments and tasks
• Analytical Skills- Visualizes, articulates, and solves a variety of problems and concepts and makes appropriate decisions based on available information
• Attention to Detail- Ensures one's own and other's work and information are complete and accurate
• Communication Skills- Listens, writes, and speaks effectively, and positively relates and interacts with co-workers and others
• Creative Thinking- Creates something new or original; explores ideas, generates possibilities, looks for many right answers rather than just one; generates new ideas by combining, changing, or reapplying existing ideas
• Dependability- Consistently adheres to operational standards, ensures smooth operations and positive customer experiences, builds a productive workplace, is reliable, and improves team morale
• Independence- Works with minimal supervision
• Problem-Solving- Anticipates and identifies problems, distinguishes between symptoms and causes, and determines alternative solutions involving varied levels of complexity, ambiguity, and risk
• Time Management - Manages time effectively when accomplishing tasks, projects, and goals
• Willingness to Learn- Willing to learn new skills or techniques to meet the demanding changes of job duties and responsibilities

SUPERVISION:

• This position has no supervisory responsibilities

Qualifications

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent
• Minimum one (1) year of experience working with and troubleshooting desktop platforms, preferably in an office environment – Windows 7/8.x/10
• Desktop support skills including but not limited to: hardware troubleshooting and repair, Microsoft Operating Systems, Microsoft Office Suite, Printers, Tablets, Smartphones, and general computer support and troubleshooting
• Basic understanding of Windows networking and troubleshooting
• May require occasional travel and after-hours work

PREFERRED QUALIFICATIONS:

• Familiarity with Windows Server 2012/2016/2019
• Familiarity with Microsoft SQL Server, Desktop Imaging, SharePoint
• Familiarity with Active Directory - including but not limited to:
  • User and Security Group Management
  • Using Group Policy Objects to manage Users and Computers
• Certifications: A , Network or Microsoft Certified Professional (MCP)

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities

PHYSICAL DEMANDS:  The work is generally sedentary, requiring routine walking, standing, bending and carrying items weighing up to fifty pounds. [Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions]

REASONABLE ACCOMMODATION:  It is Doyon’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT:  Doyon grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. 

This job description is not an employment agreement or contract, implied or otherwise, other than an "at will" relationship. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.