Help Desk Technician

Full Job Description

If you enjoy a multi-functional position, have exceptional oral communication and customer services skills, this may be the position for you!

The Legislative Affairs Agency, Division of Technology & Information Section, is recruiting for a Help Desk Technician.

The position is a full-time position starting soon and working through the legislative session. The Help Desk Technician is required to be politically neutral.

The Help Desk Technician position will work 40 hours per week.

Job Summary

Help Desk employees provide technical support to employees of the Alaska Legislature, Legislative Affairs Agency, Alaska Ombudsman’s Office, Office of Victim Rights, Legislative Finance, and Legislative Ethics. Answer queries and resolves computer issues for users in person, electronically, or via telephone.

IT Help Desk Technicians/Help Desk Assistants work with Technical Services, Networking, and Programming to provide clients with optimum level 1 technical support.

IT Help Desk Technician position is distinguished from the Help Desk Assistant position by the Help Desk Technician’s responsibility for handling more complex technical problems and for its expanded training role.

Help Desk Job Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, or in person.
• Triage and prioritize user issues and technical problems.
• Performing remote and in-person troubleshooting
• Determine the best solution based on the issue and details provided by customers
• Appropriately escalate unresolved queries to the next level of support.

Examples of Duties:

• Provide technical support for Office 365, Adobe products and Apple and Microsoft operating systems.
• Develop new training materials for software products/programs
• Conduct training classes on standard software applications
• Provide end-user problem resolution utilizing Ivanti, Active Directory, and Microsoft Teams.
• Conduct installation of new or revised software applications and assist users in data migration from one software application to another.
• Assist with the installation and configuration of new workstations on the local network.
• Troubleshoot network printer problems
• Set up laptops and projectors for presentations.

Provide technical support for all legislative telephone systems. Performing phone system installs, moves, adds, changes, and deletes for core locations in Juneau, Anchorage, and Fairbanks.

Manage third-party, stand-alone systems used in each Legislative Information Office and legislative offices throughout the state.

• May perform other duties as assigned.

Why work for the Legislative Affairs Agency? Working here is a chance to be a part of Alaska history.

LAA employees provide essential nonpartisan support to the Legislature where vital policy and laws are created.

The Agency is made up of eleven sections led by a management team with 200 years of combined legislative experience and institutional knowledge who, along with our staff, share an unwavering commitment to serving Alaskans.

We work in a dynamic environment and teamwork is not just a buzzword, but fundamental to everything we do. We value: Accountability.

We are committed to responsible use of human, financial, and environmental resources. Respect. We provide services without discrimination or judgment. Integrity. We are honest and ethical in our work.

The Alaska Legislature values the unique contributions that candidates with diverse experiences, knowledge and backgrounds can bring to our work.

We are an equal opportunity employer committed to embedding diversity, equity, inclusion, and accessibility at our workplace.

Comprehensive Benefit Package The Alaska Legislature offers health benefits including a range of coverage choices for medical, dental, and vision; a health flexible spending account; as well as other health services such as Teladoc, Hinge Health, and Surgery Plus.

In addition, there are a variety of supplemental elections: life insurance, additional accidental death and dismemberment, critical illness, and both short- and long-term disability.

Health and Wellness For mental health wellness, the State of Alaska offers free, confidential help through the Employee Assistance Program (EAP).

Financial Well-Being The State offers savings and investment plans, paid leave, insurance options, and more to help employees meet their financial goals. This includes:

• Public Employee Retirement System (PERS), with either a Defined Benefit or Defined Contribution based on original State of Alaska hire date.
• Deferred Compensation plan with options for before or after payroll taxes.
• Supplemental Benefits System Annuity (SBS) in lieu of Social Security.
• Workers Compensation Insurance.
• Voluntary Savings Plan (Defined Benefit participants only)

Professional Development

Professional development that empowers employees to do the work they love and reach their career goals is encouraged and expected.

Work/Life Balance

Work/life balance is supported through:

• The potential for flexible work schedules during interim when the legislature is not in session.
• Agency staff may accrue as compensatory time up to 150 hours of hours worked over the standard work week. There is no cash value to compensatory time.
• The State offers paid leave starting at 6:04 (hh:mm) a pay period or 21 days a year. If you have previous time working for the State of Alaska in a leave eligible position, the time will be calculated into your accrual rate.
• 12 paid State holidays each year
• The Legislative Affairs Agency is a family-friendly employer.
• The Alaska State Legislature has an onsite daycare with priority given to legislative employees’ children.
• An assigned parking space may be available upon request.

Requirements

Help Desk Qualifications / Skills:

Experience in computer support servicesExtensive knowledge of the Windows Operating system helpfulKnowledge of commonly used PC software and hardware, network management tools, diagnostic software for PCsAbility to diagnose and resolve fundamental technical issuesStrong client-facing and communication skills desiredWindows Active Directory knowledgeMicrosoft Office 365 skills desiredBasic knowledge of the Alaska Legislature and state government.Ability to act professionally, objectively, and impartially in dealing with legislators and the public.Ability to maintain confidentiality and handle politically sensitive work.Diligence, dependability, and punctuality.Education, Experience, and Licensing Requirements:High school diploma, GED, or equivalent required.Bachelor’s degree in computer information systems, computer science, or related field, desired but may substitute work experience.At least 1-year experience as a help desk support desiredOne year of Microsoft Windows OS support experience preferredOne year of Microsoft Office 365 support desired Qualifications • Applicants must apply on Workplace Alaska or submit a resume to the LAA Personnel Office before this recruitment's scheduled closure date • Only selected applicants will be interviewedThe applicant pool acquired during this recruitment may be used for future vacancies.Special Note:This is a fully exempt job class under AS 39.25.110(3).

Positions in the Legislative Affairs Agency are required to be politically neutral. Additional Information Legislative Affairs Agency Personnel Officepersonnelgroup@akleg.gov(907) 465-3854