Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
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):
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**
ESSENTIAL FUNCTIONS:
DOYON LIMITED CORE COMPETENCIES:
JOB-SPECIFIC COMPETENCIES:
SUPERVISION:
REQUIRED QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
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.
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