IT Support Specialist

• Provide laptop and desktop PC support for on- and off-site users with equipment running Windows 10 operating systems and Office 365 applications.
• Answering phone requests and assisting users with requests for password resets or general questions.
• Creating helpdesk request for escalation to Tier II and Tier III technicians.
• Provide exceptional customer service and Helpdesk support via phone, email, and in person for end users of equipment and application described above, including support of various in-house and COTS applications.
• Assist with password resets as needed for user accounts and timekeeping through ticketing system.
• Identify and escalate more complex problem reports or service requests to next tier of support as appropriate.
• Complete work order tickets, including ticket creation at the time of initial problem report/service request.
• Aid with the relocation and implementation of user IT equipment.
• Aid with relocation for workstation cabling to facilitate office relocations.
• Meet service request SLAs and project timelines.
• Provide support for other company issued equipment such as cell phones, tablets, etc.
• Assist with maintaining equipment inventory.
• Maintain awareness of new and emerging technologies and products provided by IT.

• Must be a NANA Shareholder and own stock in "NANA Regional Corporation, Inc."
• Must be currently enrolled in college or technical/vocational school.
• General experience in areas of end-user support and maintenance of PC hardware and software in a Windows environment.
• Previous customer service experience preferred.
• Must have high-energy work ethic and be available to work non-standard hours.
• Comfortable with desk side support.
• Must be a team player.
• Must be organized, have attention to detail, and be able to prioritize and multi-task effectively.
• Ability to work under pressure.
• Excellent oral and written communications skills.
• General knowledge of Windows 10 operating system as well as Microsoft Office 365 Suite.
• Ability to work with end users with varying levels of technical experience.
• Excellent decision making and problem-solving skills.
• Available for periodic on-call and after-hours support including weekends once sufficiently trained.
• Ability to work independently with general supervision.
• United States citizen.

Preferred Qualifications:

• Previous customer service experience.
• IT related Certifications such as A+ or ITIL.

Akima is not just another global enterprise and federal contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At Akima, the work you do every day makes a difference in the lives of our 15,000 Iupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. For our shareholders, Akima provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. For our government customers, Akima delivers agile solutions in the core areas of facilities, maintenance, and repair; information technology; logistics; protective services; systems engineering; mission support; furniture, fixtures & equipment (FF&E); and construction.