IT Support Analyst I at Matanuska Telecom Association Inc.

IT Support Analyst I

We are searching for an experienced IT Support Analyst I at our Anchorage AC 3403 Minnesota Dr facility. 

Primary Duties and Responsibilities: 

Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.

Essential Functions

• Assist clients, telephonically & electronically, with their cloud and on-premises technology systems
• Understand, identify, triage and troubleshoot client environments utilizing Remote Access/Remote Desktop programs
• Elevate client issues as appropriate to other departments within organization
• Participate in call center functions including client meetings, team meetings, and training exercises
• Understand information technology systems including physical hardware and software applications
• Remain current on relevant certifications

Non-Essential Functions

• Continual learning and improvement
• Provide help-desk support for employees
• Practice time management
• Other duties as assigned

Knowledge, Skill & Ability Requirements

• Basic knowledge of Microsoft Windows computing environments, Mobile Device Management, Azure AD, and Microsoft 365
• Basic knowledge of computer system and network functions
• Basic knowledge of computer security
• Exceptional follow-through and attention to detail
• Excellent oral and written communications skills
• Ability to work independently and with a group
• Ability to work with diverse groups of clients and stakeholders
• Ability to work in a fast-paced environment with changing deadlines and needs

• Associate degree in computer science, information technology, or related field (a combination of education and experience may be substituted)
• One year experience in customer service or related field
• Completion of Service Desk/Call Center School Training (or within three months of hire)
• Relevant professional certifications preferred

*full (PDF) job description available upon request*

Employment Type: Full - Time

Compensation Type: Hourly Wage