Job description

Purpose of Position:

In this role, you will provide technical support for both our internal and 3rd party clients. Based out of the ICE Technology Center, in Prudhoe Bay, you will be responsible for maintaining the IT Infrastructure by configuring and installing different hardware and software solutions as well as troubleshooting and resolving various technical issues. You will be responsible for the support of our company’s PCs, printers, and other related equipment. Tasks include end user support, software and hardware installation, creating documentation, and end-user training. This position is a rotational schedule with 3 weeks on-shift and 3 weeks off-shift. Housing, meals, and amenities are provided at no additional cost while on-shift.

Benefits - includes medical, dental, vision and 401K

Educational Requirements:

• High school graduate or GED equivalent
• College level courses or industry certifications related to IT are strongly preferred

Experience and Background:

• At least two years of relevant technical work experience or training which demonstrates suitability for and knowledge of the Information & Technology field
• Understanding and familiarity of Microsoft operating systems, business applications, printers, and computer hardware
• Knowledge of Active Directory, user account creations, and user permissions
• Experience working with ConnectWise or other help desk ticketing programs and RMM solutions.
• Strong organizational and customer service skills
• Self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively

Certificates, Licenses and Requirements:

• Valid Driver License that meets ICE Services' insurance criteria.
• Ability to lift & carry 50 pounds on regular basis, routine walking, standing, bending.
• Must pass a pre-hire drug test, breath-alcohol test, occupational fitness test, computer-based testing and background check.
• Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Net +, A+, Sec+ or possessing the drive to achieve professional IT certifications with company provided training and resources.

Essential Duties or Functions:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. Incumbents(s) may not be required to perform all duties listed and may be required to perform additional duties as assigned.

• Provide support to customers via phone and email as well as respond to tickets and alerts.
• Communicates effectively with clients, vendors, and coworkers via phone, email, and help desk ticketing system.
• Enter all time, expenses, and customer communications within service tickets.
• Monitor support tools for tickets assigned to the queue and process first-in first-out based on Priority & SLA.
• Escalating issues and requests to appropriate team members or departments
• Maintain and update internal and/or client-facing documentation.
• Work closely with the Help Desk team, Systems Administrator, Network Technician, and Project Managers.
• Ability to work independently while locating information to assist our customers.
• Configure and install new workstations, peripherals, printers, and software.
• Maintain inventory of equipment, software, and software licenses.
• Manage user’s permissions and access via Active Directory.
• Configure and manage wireless access points and assist with user connectivity.
• Provision and configure new cell phones for users and transfer their contacts and data.
• Configure and maintain network cameras and network video recorders.
• Setup televisions and troubleshoot headend reception issues.
• Observe Company’s safety culture, standards, and regulations.
• Perform other duties as assigned.

Job Type: Full-time

Pay: From $66,144.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 12 hour shift
• Overtime

Work Location: One location

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