At Alaska Communications, we’re committed to putting our
team first, always being
customer focused, having a
can-do attitude,
owning our results and always
acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?
Position Summary
The System Administrator - Tier 1 will be the first point of contact for clients seeking technical assistance via phone or email. The candidate will work with clients over the phone using remote support tools to troubleshoot and resolve user issues and requests. This position includes but is not limited to user issues, server work, patching, user and group management, and other discovered issues.
Additional job responsibilities may include dispatch to client sites to resolve issues, working onsite at a client’s location, and participation in the mandatory On-Call rotation to provide support during non-business hours: M-F 6pm -7am, weekends, and possible holidays.
Essential Functions
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Client Support
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or ticketing system.
- Document troubleshooting steps taken when providing technical support for customer hardware, software, network, user issues, and requests.
- Ensure customer incidents and service requests are handled in a timely manner by documenting impact and assigning the appropriate priority.
- Open, close, or escalate tickets within service level agreement time frames.
- Escalate complex issues to Tier 2 technicians as needed.
- Stay in communication with the client throughout the life of the ticket until it is resolved.
Technical Abilities
- Troubleshoot and resolve hardware and software issues with desktops, laptops, and peripherals.
- Basic networking knowledge and troubleshooting skills.
- User account management, including working with Active Directory and Microsoft 365.
Documentation and Reporting
- Create and update service tickets for client incidents and requests.
- Accurately document client interactions and troubleshooting steps taken.
- Follow up and regularly update client ticket status and include accurate technical information.
- Create or update internal support technical documentation.
Collaboration
- Work closely with Tier 2 technicians to escalate and resolve customer issues.
- Work effectively with vendors of hardware and application software during problem resolution.
Additional Skills
- Basic understanding of computer hardware, software, and networking concepts.
- Experience working with ticketing systems and remote support tools.
- Excellent customer service abilities.
- Strong problem-solving abilities, organizational skills, and attention to detail.
- Ability to work both independently and collaborate with a team.
Position Qualifications
Competency Statement(s)
- Accountability - Ability to plan, organize, measure, and coordinate tasks to deliver.
- Active Listening - Ability to listen and understand the comments and questions from the end user.
- Critical thinking - Ability to use thinking and reasoning to evaluate gathered data to process into a meaningful form to resolve issues.
- Business Acumen - Ability to grasp and understand business concepts and issues.
- Communication Skills Written & Oral - Must have excellent oral and written communication skills. Able to briefly describe the impact on the client's business and status.
- Conceptual Thinking - Ability to think in terms of abstract ideas.
- Negotiation Skills - Ability to reach outcomes that gain support and accepted by all parties.
- Problem Solving - Ability to find a solution for or to act proactively with work-related problems.
Skills & Abilities
Education: Associate degree or equivalent work experience.
Experience: Two (2) years of previous customer service and technical support experience. Experience with currently supported Windows Operating Systems and Microsoft 365 services.
- The disposition to stay current with advancing technologies in software and hardware.
- Additional technical certifications (such as CompTIA A+, Network+) are preferred.
- Earning certifications and maintaining them is heavily encouraged.
We hope you’ll join us as we change lives through technology.
