Purpose Of Position: Improves the level of service to IMS users by establishing a central point that customers can contact to report problems or address questions and requests related to IMS production jobs. Provides first level IT support for customers via telephone, email or GoToAssist. Support the System Administrators, triage all help desk requests, and escalates when appropriate Coordinate and install client hardware and software systems. May include downloading an image or configuring PCs by wiping and reinstalling the operating system and requested applications.
Primary Responsibilities: The person in this position reports to the Operations Manager. No direct reports are made to this position. This person is responsible for assisting customers with inquiries, limited support with custom applications, and providing solutions to presented customer problems. Manage accounts in Active Directory. Apply software updates. Repair hardware such as laptops, PC, and printers etc. Perform inventory of IT equipment. Maintain IT equipment database. Maintain familiarity with desktop hardware, operating system software and applications. Be familiar with ARCTEC Alaska publications, policies and procedures, and the systems, procedures, and equipment applicable to the job responsibilities.
Secondary Responsibilities: Make available to all system users complete and current application and system user documentation when available; perform administrative duties and maintain assigned workplace, materials, and equipment in a safe, secure and neat condition; work cooperatively and constructively with customers, third party representatives and Company personnel as required; perform other applicable duties as assigned.
Core Qualifications: Must be a US citizen or US national and have the ability to obtain and maintain a SECRET security clearance; including passing a pre-employment drug test and regular tests during employment; must be able to obtain and maintain current Common Access Card (CAC) Minimum two years supporting IT customers in a Microsoft environment; high school diploma detailed knowledge of computer applications including word processing (MS Word), spreadsheets (MS Excel), and electronic mail (MS Outlook); demonstrated problem-solving and interpersonal skills to interact cooperatively and constructively with co-workers and customer representatives; positive, professional customer service attitude with the ability to represent the Company in contract related matters to the Government. Ability to speak, read, and write English proficiently enough to complete employment duties; strong organizational skills and the ability to work independently; possession of a valid Alaska Driver’s License; lifting, moving and unpacking computer- (workstation), printer- and electronic- related equipment as well as lifting and moving furniture; ability to travel to remote sites in small aircraft.
A complete job description is available in the Anchorage dispatch office. Applicants must be registered with the Union, have a current dues receipt and a current resume on file in the Anchorage dispatch office that reflects the qualifications required by the Employer, to be referred by the Union.