Job Description

Job Description

JOB SUMMARY

As part of a highly functional team, the IT Technical Specialist is primarily responsible for delivering 1st and 2nd level end user support to Alaska employees and contractors for technologies that the D&IT department is responsible for.

ESSENTIAL DUTIES

• Delivers 1st and 2nd level end user support to Alaska employees and contractors for technologies. 
• Provides the EUC team with technical expertise in all technologies within EUC’s scope.
• Participates in incident and request handling by the local service desk and desktop support team as well as team members on the slope.
• Collaborates with the Service Desks & Desktop Support teams at other locations to maintain consistent understandings of technologies across all locations.
• Write and follow documented procedures and encourage knowledge sharing amongst team members.
• Maintain a strong Customer Service orientated approach to resolving issues.
• Deliver end user support remotely, onsite and over the phone.
• Work with remote Vendor support and on-site consultants.
• Multi-task in a demanding environment. 
• Work as part of a global team.
• Participate in afterhours work as needed.
• Support AES zero-incident safety culture and assume personal accountability and responsibility for safe work practices in all projects, activities, and operations.
• Other duties will be assigned to this position as needed.

REQUIRED EXPERIENCE

• 5+ years’ experience in a Corporate IT role
• Proficient in troubleshooting: Printers, Network connectivity, MS Teams & related technology issues, Citrix connectivity issues, SCCM, Mobile Devices, Cisco Call Manager, Sharepoint, Various Meeting Room technologies

PREFERRED EXPERIENCE

• ITIL v3 (or higher) Foundations Certification
• Experience with Powershell Scripting, Active directory users & computers, Azure, AWS, Service-Now, Office 365
• Demonstrated understanding of Cyber Security best practices (eg; role-based access control)
• Previous experience working in the Oil & Gas industry
• Experience working in Alaska

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