Help Desk Representative

Job Overview As the Help Desk Representative, you will work onsite in Anchorage, AK and will provide technical support to end‑users across the organization. You will have a passion for helping others, strong communication skills, and a desire to grow in IT. This entry‑level role is ideal for candidates with 3 to 6 months of hands‑on experience and completed coursework in Microsoft Office (Word, Excel, Outlook, PowerPoint). Responsibilities Provide first‑level technical support to employees via phone, email, or in person. Troubleshoot basic hardware, software, and network issues. Assist users with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint. Log, track, and document help desk requests and resolutions using ticketing software. Escalate complex issues to higher‑level IT staff as needed. Support user account setup, password resets, and basic system access needs. Provide excellent customer service and maintain a professional demeanor in all interactions. Assist with IT‑related administrative tasks, as assigned. Work in a constant state of alertness and in a safe manner. Perform other duties as directed. Knowledge, Skills & Abilities Basic understanding of Microsoft Office applications (Word, Excel, Outlook, PowerPoint), including common troubleshooting steps. Familiarity with Windows operating systems and basic navigation. Awareness of basic IT concepts such as file management, network connectivity, and user permissions. Understanding of customer service principles and best practices. Introductory knowledge of help desk ticketing systems and workflow. Strong verbal and written communication skills to effectively explain technical concepts to non‑technical users. Basic troubleshooting and problem‑solving skills for software, hardware, and connectivity issues. Data entry and documentation skills using ticketing or case management systems. Time management and organizational skills to prioritize multiple support requests. Active listening and interpersonal skills to assess user needs quickly and accurately. Ability to remain calm and professional under pressure or when dealing with frustrated users. Ability to follow instructions, procedures, and protocols with accuracy and consistency. Ability to learn and adapt to new technologies and systems quickly. Ability to work independently and collaboratively within a team. Ability to maintain confidentiality and handle sensitive information appropriately. Basic knowledge of Active Directory, including user account management, password resets, group membership, and common directory functions related to end‑user support. Minimum Qualifications No prior experience required; however, 3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience is preferred. Ability to pass drug and background screening. Preferred Qualifications Completion of Microsoft Office coursework or certification (e.g., Word, Excel, Outlook) is preferred. Basic understanding of computer systems, mobile devices, and other tech tools is preferred. Strong communication and interpersonal skills is preferred. The ability to learn quickly and follow technical instructions is preferred. Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, or similar) is preferred. An interest in pursuing a career in IT support or systems administration is preferred. Working Environment The IT team operates in a fast‑paced, multi‑tasking, customer‑service‑oriented office environment requiring efficient performance. Adaptability to schedule and task changes is necessary to accommodate shifting priorities. Benefits Competitive wages and bonus programs. Annual performance reviews with training recommendations. Mentorship program. Tuition reimbursement. Health insurance through the Federal Employee Benefit Program (FEHB) with many plans and low employee premiums. FSA health care and/or dependent care/HSA with HDHP. Dental and vision insurance. Employee Assistance Program. Company‑paid life insurance, AD&D, LTD, voluntary paid life insurance, AD&D, STD, accident, cancer/critical illness, and whole life insurance. Paid time off based on paid regular hours per year, increasing with years of service. 10 regular holidays and a work‑anniversary floating holiday bonus. 401(k) match at 0.50 on the dollar up to 6% of your contribution. EEO Statement As an Equal Opportunity/Affirmative Action Employer, we believe in each person’s potential, and we’ll help you reach yours. 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). 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. #J-18808-Ljbffr