Service Desk Technician

Apply now Job no: 517056
Classification:Information Systems Technician - Networks 6
Grade:Grade 78
Work type:Staff Full-time
Administrative Unit:University of Alaska Fairbanks
School/Business unit:UAF Office Information Technology
Location: Fairbanks
Categories: Information Systems/Technology, Engineering/Computer Science

Position Summary:

The University of Alaska is seeking a candidate to join our OIT Customer Support Services team as a Service Desk Technician. This position serves the UAF and UA system as the first point of contact for all academic and administrative technology needs. In this role, you will be responsible for supporting desktop and laptop computers, printers, mobile devices, and other peripherals used by staff, faculty, and students. You will also be expected to learn about the numerous services that OIT supports, such as Blackboard and Google Apps, in order to provide assistance and develop our internal knowledge management database. Additionally, you will work across OIT functional areas as a part of project teams, and will act as the "Voice of the Customer" and a subject matter expert regarding OIT-supported technology and solutions, to other workgroups throughout the University. We are a dynamic and diverse team looking for another member excited to support the University's mission.


10Training and Documentation: Serve as subject matter guide on all consumer hardware and on enterprise grade desktops, printers, and laptops • Train faculty, staff, and students on the proper use and configuration of OIT technology and services • Maintain OIT wiki by documenting fixes and processesEssential
20Systems Configuration: Test and evaluate software to ensure compatibility and security with existing university systems • Maintain UAF and SW Active Directory structures by crafting and maintaining: Group Policies, Computer Objects, and Groups • Work with Systems Engineering group to operate and ensure functionality of systems crucial to supporting thousands of endpoint devices including:Essential
70Endpoint Support: Provide premier customer service while evaluating, diagnosing, and solving problems with printers, POS devices, or mobile devices as well as Mac, Windows, or Linux endpoints • Independently research and resolve complex problems under minimal supervision • Utilize service management or project management tool to document all work completed • Provide first tier support for all smart classroom AV technology • Assist OIT Service Desk in overflow capacity • Install Windows and Mac OS’s, ensure all systems are in a actively configured state, and ensures proper security measures are carried out at a user level • Recommend technological solutions for complex problemsEssential


Have strong interpersonal skills and an advanced understanding of how a computer and its accessories work. Be able to diagnose and repair computing problems over the phone and in person in a professional and courteous manner. Communicate effectively highly technical information and ideas to non-technical person. Use hand tools and lift or move 50 pounds. Experience in installing, configuring, using and problem solving computer applications.

Must be capable of working across functional boundaries.
Able to adopt and work within OIT processes informed by ITSM best practices frameworks.
Must work within OIT's culture of accountability, fully embracing cultural beliefs and working within those to achieve aligned results

Desired: Major industry standard certificates(s), Alaska Drivers License. Acute thoroughness and attention to detail. Excellent interpersonal skills.

Preferred: Have a deep understanding in software, hardware, peripherals, operating systems and network software. Be familiar with University of Alaska Fairbanks computing resources and environment.


Ability to work with customers in stressful, time-sensitive environment. Ability to closely follow established security policies. Demonstrated experience providing excellent customer service.


Two-year degree in Information Technology Systems or related field, or equivalent work experience.

This is a full-time, Grade 78, minimum $23.84/hr, DOE, 12-month position complete with a competitive salary and UA employee benefits package.  This position is open until filled with the initial application review taking place on June 24, 2021. To ensure consideration for this position, please submit your completed application by June 23rd, 2021 at 11:59pm.

Reasonable Accommodation Statement:

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

Affirmative Action Statement:

UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:

Probationary Period:

Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.

Background Check:

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Public Disclosure Statement:

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

University of Alaska is a Drug-Free Workplace. University of Alaska campuses are Tobacco-Free.

Training Policy:

It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.

Contact Information:

If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.

Advertised: Alaskan Daylight Time
Applications close:

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