It Service Desk Technician

SUMMARY: Under the direction of the IT Incident Manager, the IT Service Desk Technician provides Technical Support, Incident Management and Service Request completion within the Incident Management software according to the IT Service Level Agreement (SLA). Installs and supports Server Applications and Computers with corporate standard software and operating systems while providing first responder troubleshooting. Repair and maintain microcomputers, related peripheral devices, and the required software to ensure their interface used in the educational environment. Provide Minimal support of PBX/VOIP telephone system. Travel to AVCP villages for regular training, technical assistance and maintenance as needed.

PERFORMANCE RESPONSIBILITIES: including the following. Other duties as assigned.

• Provide installation, upgrade, and support of all LAN hardware to include all switches and hubs (managed and unmanaged) and network interface cards to all devices requiring such service
• Maintain/troubleshoot and assist with computer workstation upgrading and maintenance including Installing and configuring software according to AVCP corporate hardware and software standards
• Assist in maintaining accurate records of design, modifications, and topology diagrams
• Maintain accurate inventory of AVCP IT Equipment, including Computers, Printers and Peripherals
• Setup and configure new or reallocated computer hardware, printers and associated peripherals into areas of assigned responsibility
• Assists in maintaining the status of yearly PC Refresh Status Reporting.
• Provide technical assistance in the use and operation of installed hardware to staff
• Repair and maintain microcomputers, related peripheral devices (printers, external hard drives,DVD/CD-ROM players, scanners, etc.)
• Develop and implement an on-going program of preventive maintenance for district computer hardware
• Configure and install microcomputer hardware and peripherals at various sites
• Upgrade computer hardware as performance needs change
• Assist other IT personnel and staff members as required
• Assist in support of the PBX/VOIP system with name changes, voice mail resets, and basic corporate desktop telephone systems.
• Provide direct technical support for LAN problem resolution at building level
• Perform related duties as required
• Travel to AVCP villages for regular training, technical assistance and maintenance as needed.

The position requires the ability to carry out the noted essential job duties as outlined above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of IT Help Desk Technician.

• Must have strong customer-service oriented skills and communication ability.
• Ability to travel in small planes for village related travel
• This position shall require the ability to lift and carry objects up to 50 pounds.
• A valid Alaska Driver’s License and good driving record to qualify for AVCP Commercial Vehicle Insurance.

EDUCATION and EXPERIENCE:

• High School or GED Diploma
• A strong working knowledge of computer systems, hardware and software
• An openness to learning new technologies
• Proficiency in English
• Ability to diagnose and resolve basic technical issues
• Customer-oriented

CERTIFICATES, LICENSES, REGISTRATIONS: Valid Alaska Driver’s license and a clean driving record as per the vehicle policies (no serious violations in the past five (5) years). Certifications in A++, Network+, CCNA, and Microsoft within two (2) years of the employment start date.