Network Support Technician

Provides essential technical support to Alaska SeaLife Center staff, visitors, and contractors. Delivers hands-on assistance with hardware, software, and network connectivity issues while maintaining IT assets and supporting the organization's technology infrastructure.

Responsibilities

Technical Support & Troubleshooting

• Provides comprehensive PC software support (Office, Windows, Email, Adobe, etc.)
• Troubleshoots hardware, software, and network connectivity issues
• Diagnoses and resolves printer and peripheral device problems
• Delivers onsite, virtual, telephone, and after-hours technical support
• Responds to help desk tickets and support requests in a timely manner
• Network Support Technician 2: Configures desktop and laptop computers, IP camera systems, internal phone systems, and smartphones
• Network Support Technician II: Has experience or training in VLAN configuration; switch maintenance and configuration; and wireless router and access point maintenance and configuration

System Maintenance & Administration

• Assists with network system maintenance and monitoring
• Supports network user profile management and security procedures
• Helps maintain network performance, backups, and system integrity
• Ensures end-user compliance with IT security policies and procedures
• Assists with software installations, updates, and patches
• Network Support Technician 2: Monitors computer and network security and performance

Asset Management & Documentation

• Maintains accurate software and hardware inventory records
• Tracks and manages IT equipment and licensing
• Documents technical procedures and troubleshooting solutions
• Supports telephone system maintenance and user assistance
• Coordinates with vendors and contractors as directed
• Network Support Technician 2: Works with consulting firms and contractors to identify and resolve issues
• Network Support Technician 2: Provides recommendations for various software and hardware purchases

Training & Communication

• Provides user training on software applications and IT systems
• Translates technical concepts into understandable terms for diverse audiences
• Creates and updates user documentation and guides
• Communicates effectively with staff at all organizational levels
• Maintains positive working relationships with internal and external stakeholders
• Network Support Technician 2: Develops and provides group staff training

Policy Compliance & Service Excellence

• Follows established IT policies, procedures, and security protocols
• Maintains confidentiality of sensitive information
• Upholds organizational values and service standards
• Participates in team initiatives to promote a diverse, equitable, and inclusive IT culture
• Network Support Technician 2: Assists in developing various computer-related policies and procedures

Miscellaneous

• Complies with all Alaska SeaLife Center policies, procedures, and programs
• Performs other related duties as assigned

Requirements

• Associate degree in computer science or related field, or equivalent combination of education and experience
• Demonstrated experience in PC hardware/software troubleshooting, repair, and technical support
• Experience supporting LAN/WAN users preferred
• Network Support Technician 2: At least five years of experience in PC hardware and software troubleshooting and repair, including providing technical support and hardware/software support for LAN/WAN users or equivalent experience in related areas

Skills

• Strong organizational skills with the ability to prioritize multiple support requests efficiently and manage time effectively
• Excellent interpersonal and communication skills, including active listening, patience, and the ability to explain technical information clearly to non-technical users
• Adaptability to changing priorities, self-motivation to work independently, and collaborative skills to function effectively as part of a team
• Strong attention to detail, problem-solving abilities, and customer service orientation
• Network Support Technician 2: Extensive working knowledge of desktop/laptop PC installation, configuration, and problem resolution; proficiency in the configuration of desktop, laptop, and tablets: Current Windows OS, MS Networking; MS Office; NIC, modem, virus protection, network administration, virtual server, TCP/IP, DHCP, and DNS

Physical Requirements

The physical demands described here represent those that the employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Pay

• Network Support Technician: $20.35/hour - $22.28/hour
• Network Support Technician 2: $23.65/hour - $26.13/hour

Benefits

This is a full-time position with benefits.

Must be able to pass a background check.