Ahtna, Inc. is seeking an IT Technician I to provide end-user technical support and operational assistance within their IT Service Management framework. The role involves resolving service requests and incidents, documenting work, and adhering to defined service level agreements.
Responsibilities
- Resolves routine incidents and service requests using documented procedures. Escalates issues outside defined procedures or authority
- Diagnose and troubleshoot hardware, software, and connectivity issues on managed endpoints including desktops, laptops, and mobile devices; identify root causes and resolve or escalate accordingly
- Support users with Microsoft 365 services including email, Teams, SharePoint, and OneDrive
- Support identity and access issues including password resets and MFA assistance following approved policy
- Handle Federal Contract Information (FCI) and Controlled Unclassified Information (CUI) in compliance with applicable requirements
- Follow all IT security policies and procedures related to data handling and system access
- Immediately report suspected security incidents in accordance with incident response procedures
- Assist with approved system, network, or security changes under the direction of senior IT staff, following documented procedures and change management requirements
- Assist in the maintenance of IT standards, documentation, and inventory of equipment and supplies
- Log, categorize, prioritize, and document all work within the IT ticketing system
- Meet defined service level agreement (SLA) response and resolution targets
- Communicate status updates to users in a timely and professional manner and confirm resolution prior to ticket closure
- Support the delivery, receiving, and basic asset tracking of computer equipment
- Escalate issues beyond defined procedures or authority to Technician II in accordance with Ahtna's IT Authority and Escalation Framework
- Perform other job-related duties as assigned that are consistent with the scope, authority, and responsibilities of this role
Skills
- Associates degree in computer science, information technology or engineering, technical certification
- One (1) to three (3) years of helpdesk or desktop experience
- Experience working with multiple companies in multiple locations in a widely dispersed network
- Knowledge of applicable data privacy practices and laws
- Valid Driver's License
- Relevant IT certifications
- CompTIA A+, Network+, Security+, MCITP, CCENT and relevant IT certifications
- Experience and knowledge of Alaska Native cultures
Benefits
- Medical, dental, and vision insurance
- Life insurance
- A 401(k) plan with a 3% match
- Paid time off (PTO)
- Company-paid holidays
Company Overview
- Ahtna, Incorporated is one of 13 Alaska Native Regional Corporations established by Congress under terms of the Alaska Native Claims Settlement Act of 1971. It was founded in 1971, and is headquartered in Glennallen, Alaska, USA, with a workforce of 51-200 employees. Its website is https://www.ahtna.com/.