Job Details

Join to apply for the System Administrator - Tier 1 role at Alaska Communications.

At Alaska Communications, we're committed to putting our team first, being customer focused, having a can-do attitude, owning our results, and acting with integrity. We hire for these qualities, and our team members demonstrate them daily. Want to make an impact with us?

Position Summary

The System Administrator - Tier 1 is the first point of contact for clients seeking technical assistance via phone or email. The role involves troubleshooting and resolving user issues using remote support tools, including tasks like user support, server work, patching, and user/group management. Additional responsibilities may include dispatching to client sites, onsite support, and participating in an on-call rotation during non-business hours (M-F 6pm-7am, weekends, holidays).

Essential Functions

Client Support

• Serve as the first contact for technical assistance via phone, email, or ticketing system.
• Document troubleshooting steps and customer interactions.
• Manage tickets by handling, escalating, and closing within SLA timeframes.
• Maintain communication with clients until issues are resolved.

Technical Abilities

• Troubleshoot hardware, software, and network issues on desktops, laptops, and peripherals.
• Basic networking troubleshooting skills.
• Manage user accounts using Active Directory and Microsoft 365.

Documentation and Reporting

• Create and update support tickets and internal documentation.
• Follow up on ticket status and ensure accurate technical documentation.

Collaboration

• Work with Tier 2 technicians and hardware/software vendors to resolve issues.

Additional Skills

• Understanding of hardware, software, and networking concepts.
• Experience with ticketing systems and remote support tools.
• Excellent customer service, problem-solving, and organizational skills.
• Ability to work independently and in a team.

Position Qualifications

• Associate degree or equivalent experience.
• Two years of customer service and technical support experience, with supported Windows OS and Microsoft 365.
• Desire to stay current with technology; certifications like CompTIA A+ or Network+ are preferred and encouraged.

We hope you'll join us as we change lives through technology.