JOB SUMMARY:
The Service Desk Analyst I serves as the first point of contact for IT support and provides front-line technical assistance for end users’ systems, software, accounts, and common business technology. This position is responsible for ticket intake, triage, standard troubleshooting, standard request fulfillment, onboarding and offboarding account tasks, customer communication, and escalation of issues that exceed Level I scope.
ESSENTIAL FUNCTIONS:
Respond to customer telephone calls, emails, portal submissions, chats, and personnel requests for technical support.
Create, categorize, prioritize, document, and update support tickets accurately.
Identify, research, and resolve standard technical problems for customers through approved support methods.
Provide end-user support for accounts, workstations, software, printers, telephones, and related technology within defined Service Desk Level I scope.
Perform onboarding and offboarding account tasks based on established processes and approved workflows.
Reset passwords, unlock accounts, and support standard access-related requests.
Follow up with customers to ensure issues have been resolved or progressed appropriately.
Escalate issues that exceed Level I scope with clear notes, troubleshooting details, and user impact documented.
Document, track, and monitor issues to ensure timely resolution.
Participate in company-required training and support process improvement activities.
Perform other duties as assigned.
SUPERVISORY FUNCTIONS:
This job has no supervisory responsibilities.
KNOWLEDGE, SKILLS, & ABILITIES:
Strong customer service skills, including active listening, prompt service, follow-up, and professional communication.
Ability to document and manage tickets accurately in a service management system.
General knowledge of Microsoft 365, Windows devices, printers, and common end-user technologies.
Ability to follow documented procedures, knowledge articles, and workflow standards.
Strong organizational and time management skills with the ability to prioritize and multitask.
MINIMUM QUALIFICATIONS:
High School Diploma or GED equivalent, associate or bachelor’s degree in computer science or related field is strongly preferred.
Industry standard IT certifications such as CompTIA A+, NET+, or Microsoft can be used in leu of experience.
Valid state driver’s license and be qualified to operate a vehicle under Calista’s Driving Policy conditions.
Ability to pass a background, drug, and reference check.
WORKING ENVIRONMENT:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Calista Corporation IT team has a fast-paced, multi-tasking customer service-oriented office environment requiring a high degree of efficient and effective performance. Adaptability regarding schedule and task changes is necessary to accommodate changing priorities. Overtime will be necessary at times.
PREFERENCE STATEMENT
Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).
EEO STATEMENT
Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.
REASONABLE ACCOMMODATION
It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.
This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.