Job Description

Summary The IT Helpdesk Supervisor is a pivotal role within the Information Technology domain, responsible for overseeing the operations of the helpdesk team and working under the direction of the VP of IT to ensure operational goals are achieved. This position entails guiding and supporting a team of IT technicians to efficiently and effectively manage the workload of the helpdesk. The supervisor ensures efficient resolution of issues while maintaining high standards of service.
Essential Duties and Responsibilities

• Identify and resolve issues with applications, software, client workstations, servers, network components, and other related systems and devices.
• Regularly perform disk scans, defragment hard drives, and conduct virus scans to ensure optimum performance of client workstations and servers.
• Coordinate and execute network security requests, resolve network communication problems, and establish network connectivity for various devices, including mobile.
• Develop and provide training materials, assist users in the operation of equipment and network systems, and serve as a specialist in electronic data processing systems.
• Assist in maintaining documentation, standards, and security protocols, including computer identifications and passwords.
• Monitor system backups and ensure the integrity and availability of data.
• Exhibit proficiency in computer operating system deployment, local area networks, office automation software, and computer maintenance procedures.
• Analyze and evaluate computer systems, plan, and execute system deployments, and maintain a standard operating environment.
• Demonstrate strong interpersonal and communication skills, capable of explaining complex technical procedures and maintaining effective working relationships.
• Configure VLANs, make VoIP phone system changes, and monitor backup configurations for networks.
• Develop technical documentation, proposals, and diagrams, and maintain strong technical writing skills.
• Function as an escalation point for technical issues, providing guidance and solutions across all levels of desktop operating system technical issues.
• Maintain an inventory of supplies and equipment and stay abreast of current technology advancements.
• Track and report on helpdesk ticket and helpdesk projects.
• Maintain the helpdesk after hours assignments.
• Perform other related duties as required, including transporting, or delivering equipment and producing necessary reports.

Supervisory Responsibilities IT Technicians I, II, and III
Minimum Qualifications

• Bachelors degree in Computer Science or a related field.
  • Experience may be substituted for education on a 1:1 basis.
• 3-5 years of experience in IT support or related field.
• Strong knowledge of computer systems, networks, and general software applications.

Preferred Qualifications

• Technical Certifications such as CompTIA A+, Net+, Microsoft Certified Professional, or ITIL Foundations.
• Experience managing ticketing systems.
• Strong background in system administration.
• Experience and knowledge of Alaska Native cultures

Shareholder Preference Pursuant to PL 93-638, as amended, preference will be given to qualified Ahtna Native Corporation Shareholders, Descendants, and Spouses in all phases of employment.
Core Competencies

• Advanced Troubleshooting.
• System Maintenance and Security.
• Training and Support.
• Process Documentation Maintenance.
• Analytical thinking and strong problem-solving capabilities.
• Exceptional verbal and written communication skills.
• High ethical standards and professionalism.
• Collaborative teamwork and interpersonal abilities.
• Proactive, self-driven approach to work.
• Technology Adaptation and Continuous Learning
• Escalation and Guidance.
• Project Execution and Planning.

Physical Demands Frequent sitting for prolonged periods of time, using hands/fingers requiring dexterity and coordination to handle files and single pieces of paper, reaching with hands and arms for items above and below desk level, talking, hearing, and seeing (up close, at a distance, along the periphery, with depth perception, and the ability to adjust focus); walking from place to place within the office with occasional use of stairs and no elevator available; bending, pushing, pulling, and standing for up to 2 hours; occasional lifting of up to 25 pounds such as small office equipment, files, stacks of paper, reference and other materials.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment Work is performed in an office setting with the ability to speak and receive phone communications often. Work requires computer usage with strength, dexterity, coordination, and visual acuity to use keyboard and video display terminal and other office equipment. Moderate travel required to shareholder communities, subsidiary offices, and other locations as needed.
Work Schedule: Monday - Friday, 40 hours per week or as business needs dictate

Experience

Required

• 3 year(s): Bachelors degree in Computer Science or a related field. o Experience may be substituted for education on a 1:1 basis. 3-5 years of experience in IT support or related field. Strong knowledge of computer systems, networks, and general software applications.

Education

Preferred

• Bachelors or better in Computer Science or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)