Desktop Technician I (Future Opening)

This is an entry level position within the IT desktop career path. Must have a basic understanding of telecommunications; provide employees and contractors with technical assistance with computer hardware, software, and Operating System configurations and issues. Provide technical assistance in person, remotely, and via unified communications methods. Working under close supervision will execute basic troubleshooting, analyzing and resolution for computer hardware and software support issues.

• Work with internal employees and external contracting customers in analyzing, troubleshooting, and resolving computer hardware and software support issues.  
• Image and deploy desktops, laptops, and mobile devices as needed for new hires, local and remote repairs, and upgrades, providing users with informal training on computer applications and hardware best practices, and provide customer service from front counter.
• Update status and/or resolve Tier II support tickets according to priority in the Cherwell and JIRA ticketing systems, documenting root cause and detailed resolution as work is performed.
• Utilize standard diagnostic tools to troubleshoot and resolve issues with Windows and MAC iOS computers, mobile devices, network connections, point of sale systems, printers, and IP phones.
• Maintain current Desktop Services SOPs (Standard Operation Procedures), and regularly update any changes through the Knowledge Support Center using enterprise knowledge article repositories.
• Prepare equipment for shipping and warehouse pickup.  Receive, document and inventory incoming packages.

• High School diploma or equivalent.
• Minimum two (2) years of experience in technical customer support, desktop users with hardware and/or software applications.

• Associate degree in information technology/Systems, Computer Science, Communications, electronics, telecommunications or related.
• Telecommunications experience.  
• CompTIA A+ or CompTIA Network+ 
• ITIL Foundations/ACSP/MCP/MCDST/HDI-DST
• Other telecom industry or job specific certifications. 

Required at ALL Levels

DRIVING REQUIREMENTS:   

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. 

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers. 
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.\ All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.