Service Desk Analyst

Service Desk Analyst

The University of Alaska Fairbanks seeks an energetic, tech-savvy people-person to join the team as a Service Desk Analyst. The Service Desk is a member of the Nanook Technology Services team and serves UAF and UA customers as the first point of contact for technology support. You will work directly with students, faculty, and staff to understand their needs and resolve issues with desktops, laptops, applications, resource access, and more!

Growth in this role includes developing expertise across the portfolio of technology services UAF and OIT offer, including Canvas, Blackboard, and Google Suite. You will use that knowledge to assist customers on the phone, over chat, in person, through emails, and via the service request platform.

If this sounds like you, please include a one-page cover letter describing how your background and qualifications are a fit for this position in addition to your résumé and online application.

Effective communication and people skills come into play as you work in diverse teams focused on identifying and improving technology solutions. As your knowledge and expertise grow, you will participate in project teams and collaborations across the UA system. We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful.

To thrive in this role, we are seeking candidates who have:

• Customer Service Skills: Excellent communication and interpersonal skills to interact effectively with customers; Ability to explain technical concepts and solutions to non-technical individuals; and strong customer service orientation and ability to provide support with empathy and patience.
• Technical and Analytical Skills: Proficient in troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices; Basic understanding of computer hardware components and peripherals; Knowledge of Microsoft Office Suite, Google Workspace Suite and other common business applications; and critical thinking aptitude to solve complex problems.
• Teamwork and Collaboration: Ability to work effectively in a team environment and collaborate with colleagues; Willingness to share knowledge, contribute to team discussions, and assist teammates; and must be able and committed to work within a purpose-focused, culture of accountability where you own your results.
• Documentation and Reporting: Ability to accurately document support requests, troubleshooting steps, and solutions; and proficiency in creating clear and concise technical documentation and knowledge articles.

Minimum Qualifications:

Associates degree or 3 years experience in a relevant field (i.e. Information Technology or related field), or an equivalent combination of training and experience. Excellent customer service skills or demonstrated ability to learn. Ability to support and troubleshoot systems, workstations, and peripherals and work with minimum supervision.

Position Details:

This position is located on-site on the UAF Troth Yeddha’ campus in Fairbanks, Alaska. This is a full-time, non-exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage. New hires will be placed on the UA Staff Salary Schedule, Grade 78, based on education and experience.

Application review will begin on Thursday, October 8, 2026. To ensure consideration, please submit your application by 11:55 PM Alaska Standard Time on Wednesday, October 7, 2026.