Service Desk Associate Jobs in Alaska (NOW HIRING)

Bargaining Unit: ACE
Work Year: 230 days per year, 12 contract payments
Work Day: 8 hours per day
FTE: Full time, 1.0 FTE
Salary: ACE 6, step H - S ($62,926 - $82,271), DOE
Job Summary
The Tech Support II works closely with other Information Technology staff to provide technical support for Anchorage School District users regarding server, desktop operating system, and application issues. The position has a retirement association with the Public Employees' Retirement System (PERS).
Job Requirements
The following are required:

1. An associate's degree with major emphasis in computer science, MIS, or a related field of study is required. Equivalent education, training, and experience may be considered in lieu of the degree requirement.
2. Two years of experience in an information technology environment with emphasis in microcomputer operating systems and support.
3. In-depth knowledge and experience troubleshooting and working with Windows and Macintosh operating systems, applications, and hardware.
4. Experience with Helpdesk software. Must have exceptional listening and logical reasoning skills to analyze problems and determine effective solutions.
5. Must have own transportation and a current Alaska driver's license and be prepared to use it on company business.
6. Must be prepared to work outside normal working hours as required.

The following are preferred:

1. A+, Microsoft MCSE, Apple, or Cisco certification.
2. Experience with server based applications and data communications networks.
3. Experience with Unix, OSX, and Windows operating systems and shell scripting.
4. Experience with Anchorage School District locations, applications, and procedures.

Essential Job Functions

1. Acting as a lead at the IT Service Desk, provides effective, professional technical assistance to potentially irritated or discouraged users of IT systems and applications, both via telephone and electronic means.
2. Learns and interprets ASD policies and procedures, learns and adapts to new systems, situations, and requirements, and coordinates multiple projects simultaneously.
3. Documents all escalated tickets to appropriate groups for resolution.
4. Supervises, trains, and assists staff in computer and application usage as required.
5. Works with the systems, programming, and networking staff on client-server based application deployment and troubleshooting and documents results.
6. Documents and troubleshoots desktop operating systems, user applications, and supported peripherals and develops training manuals and aids for applications.                          
7. Works with the application, network, and support staff to monitor application connectivity over the district network as required.
8. Documents troubleshooting and service request procedures.                                      
9. Monitors the phones and generated service desk tickets.
10. Tracks and assigns tickets until completion and maintains ticket data.
11. Supports and assists with the performance of quality assurance checks on resolved tickets to ensure customer satisfaction.
12. Creates, develops, and maintains a definitive media library of current software and license data for the Information Technology Department.
13. Implements operations level agreement policies and procedures.
14. Supports the implementation of the service level agreement policies and procedures.
15. Supports the implementation of the methods to improve key performance indicators, critical success factors, and continual service improvement.
16. Evaluates courses of action and proposed solutions to problems in the test environment.
17. Establishes and maintains productive relationships, supporting and advising staff on policy, procedures, and priorities.

Physical/Mental Demands
The physical demands of this job require frequent standing, walking, sitting, speaking, and hearing. Specific visual abilities are also required. The employee is regularly required to reach with his/her hands and arms and occasionally lift items weighing less than 40 lbs. Additionally, the employee must be able to communicate by oral and written means in an appropriate business manner and have cognitive skills to understand instructions, readily recall facts and details, handle conflict, and make effective decisions under pressure. The employee must have the ability to effectively manage the stress of working with students, parents, and other employees representing diverse cultures, personalities, and work styles in a dynamic work environment.
The Anchorage School District is committed to providing reasonable accommodations, according to applicable state and federal laws, to all individuals with qualified physical or mental disabilities. 
Work Environment
Work is performed in a professional environment with a wide variety of individuals having differing functions, personalities and abilities, including working with diverse groups of people in a variety of different settings.
While performing the duties of this job the employee may be regularly exposed to a video display. The employee may be exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.
Additional Job Information
This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties as requested by any person authorized to give instructions or assignments.
Anchorage School District employees must possess the ability to read and write in English. This includes the ability to communicate in English with school staff, coworkers, and the public. Employees must also have the ability to comprehend and carry out oral and written directions and understand and follow English instructions and written documents.
Offers of employment are contingent upon completion of a satisfactory criminal background check.
This position may be required to work in ASD facilities on the military installations (JBER). Please visit the government REAL ID website for additional information.
The Anchorage School District is an Equal Opportunity Employer.