IT Help Desk Technician II

Job Summary The IT Help Desk II provides advanced technical support for computer systems, software, and related technology. This role handles escalated issues from Tier 1, requiring deeper troubleshooting, system administration, and collaboration with other IT team members. Responsibilities include advanced problem resolution, user administration, endpoint administration, system configuration, and supporting IT infrastructure. The position plays a critical role in ensuring the stability, security, and efficiency of corporate IT systems while mentoring Tier 1 staff and contributing to process improvements. Essential Functions Respond to and resolve escalated help desk tickets, phone calls, and emails involving complex technical issues. Diagnose, troubleshoot, and resolve advanced hardware, software, network, and security problems. Manage user account administration in Active Directory, Microsoft 365, and other enterprise systems (new accounts, group permissions, access controls). Support the deployment, configuration, and maintenance of desktop and laptop systems, printers, mobile devices, and other peripherals. Provide support and troubleshooting for company software applications, cloud services, and remote access/VPN solutions. Perform system updates, patching, and preventative maintenance tasks in coordination with IT leadership. Document resolutions, create technical knowledge base articles, and improve support processes. Train, mentor, and provide guidance to Tier 1 help desk staff. Assist with IT asset management, lifecycle tracking, and system deployments. Participate in IT projects, including system upgrades, migrations, and infrastructure initiatives. Contribute to IT team meetings, bringing forward solutions and recommendations for process and system improvements. Skills, Knowledge and Personal Characteristics Strong Communication Skills (verbal and written) Advanced Troubleshooting and Technical Problem-Solving Skills Analytical Thinking and Root Cause Analysis Ability to Prioritize and Manage Multiple Complex Tasks Customer-Focused and Service-Oriented Mindset Strong Organizational Abilities and Attention to Detail Ability to Mentor and Support Junior Team Members Adaptability and Continuous Learning in a Fast-Changing IT Environment Minimum Qualifications High school diploma or equivalent required. Valid Alaska Driver's License; possession of functional, insured vehicle. 2-4 years of experience in IT help desk, desktop support, or technical support roles. Proficiency with Microsoft Office 365, Windows 10/11, Active Directory, Exchange, and common enterprise applications. Experience with IT ticketing systems, remote support tools, and system administration. Knowledge of basic networking (TCP/IP, DNS, DHCP, VPN) and security best practices. IT certifications strongly preferred (e.g., CompTIA A+, Network+, Security+, Microsoft 365/Server certifications). Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is performed at various locations within the Alaska properties managed by JL Properties, Inc. The employee infrequently works in outside weather conditions. Physical Demands While performing the duties of this job, the employee is required to sit, stand, walk, climb, balance, kneel, bend, crouch, stoop, crawl; use hands to find or handle objects, tools, controls or equipment; talk and hear. Must be able to climb stairs and ladders to access roofs, pits, attics, etc. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds as needed. Supervision The IT Help Desk Technician II must possess the capability to work independently, under direct supervisor and/or management. This position reports directly to the IT Manager. This is not a supervisory position.

Pay:

$25.00

• $30.

00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person IT Help Desk Technician II Fairbanks, AK $25

• $30 an hour
• Full-time $25
• $30 an hour
• Full-time Job Summary The IT Help Desk II provides advanced technical support for computer systems, software, and related technology.

This role handles escalated issues from Tier 1, requiring deeper troubleshooting, system administration, and collaboration with other IT team members. Responsibilities include advanced problem resolution, user administration, endpoint administration, system configuration, and supporting IT infrastructure. The position plays a critical role in ensuring the stability, security, and efficiency of corporate IT systems while mentoring Tier 1 staff and contributing to process improvements. Essential Functions Respond to and resolve escalated help desk tickets, phone calls, and emails involving complex technical issues. Diagnose, troubleshoot, and resolve advanced hardware, software, network, and security problems. Manage user account administration in Active Directory, Microsoft 365, and other enterprise systems (new accounts, group permissions, access controls). Support the deployment, configuration, and maintenance of desktop and laptop systems, printers, mobile devices, and other peripherals. Provide support and troubleshooting for company software applications, cloud services, and remote access/VPN solutions. Perform system updates, patching, and preventative maintenance tasks in coordination with IT leadership. Document resolutions, create technical knowledge base articles, and improve support processes. Train, mentor, and provide guidance to Tier 1 help desk staff. Assist with IT asset management, lifecycle tracking, and system deployments. Participate in IT projects, including system upgrades, migrations, and infrastructure initiatives. Contribute to IT team meetings, bringing forward solutions and recommendations for process and system improvements. Skills, Knowledge and Personal Characteristics Strong Communication Skills (verbal and written) Advanced Troubleshooting and Technical Problem-Solving Skills Analytical Thinking and Root Cause Analysis Ability to Prioritize and Manage Multiple Complex Tasks Customer-Focused and Service-Oriented Mindset Strong Organizational Abilities and Attention to Detail Ability to Mentor and Support Junior Team Members Adaptability and Continuous Learning in a Fast-Changing IT Environment Minimum Qualifications High school diploma or equivalent required. Valid Alaska Driver's License; possession of functional, insured vehicle. 2-4 years of experience in IT help desk, desktop support, or technical support roles. Proficiency with Microsoft Office 365, Windows 10/11, Active Directory, Exchange, and common enterprise applications. Experience with IT ticketing systems, remote support tools, and system administration. Knowledge of basic networking (TCP/IP, DNS, DHCP, VPN) and security best practices. IT certifications strongly preferred (e.g., CompTIA A+, Network+, Security+, Microsoft 365/Server certifications). Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is performed at various locations within the Alaska properties managed by JL Properties, Inc. The employee infrequently works in outside weather conditions. Physical Demands While performing the duties of this job, the employee is required to sit, stand, walk, climb, balance, kneel, bend, crouch, stoop, crawl; use hands to find or handle objects, tools, controls or equipment; talk and hear. Must be able to climb stairs and ladders to access roofs, pits, attics, etc. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds as needed. Supervision The IT Help Desk Technician II must possess the capability to work independently, under direct supervisor and/or management. This position reports directly to the IT Manager. This is not a supervisory position.

Pay:

$25.00

• $30.

00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person