Tumeq’ s IT support team is seeking a customer-focused individual to join as a Tier 1 Help Desk Technician in our Anchorage, AK office. This role is the first point of contact for employees experiencing technical issues with their computer systems, hardware, and software, providing prompt and effective solutions. This person plays a crucial role in ensuring smooth IT infrastructure operation and contributing to a positive user experience.

Responsibilities:

• Respond and resolve technical support requests received via phone, email, and the ticketing system.
• Diagnose and resolve basic hardware, software, and network connectivity issues, including password resets, account setup, and application installations.
• Troubleshoot problems with operating systems (e.g., Windows, macOS), productivity suites (e.g., Microsoft Office), and other common business applications.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Escalate complex or unresolved issues to Tier 2 or other appropriate IT teams, ensuring clear and accurate documentation of troubleshooting steps.
• Provide guidance to employees on various software and hardware, promoting best practices and self-help resources.
• Maintain accurate records of support requests, resolutions, and common issues within the ticketing system.
• Contribute to the creation and maintenance of the internal knowledge base and user guides.
• Ensure adherence to IT security policies and protocols.
• Stay up to date with new technologies and industry trends relevant to IT support.

Qualifications

• Minimum of 3-5 years of experience in a Tier 1 or similar technical support role.
• Proven ability to diagnose and resolve a wide range of hardware, software, and network issues.
• Strong understanding of Windows, Apple operating systems and common software applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, ConnectWise, ZenDesk).
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical employees.
• Strong customer service skills, including patience, active listening, and a calm demeanor under pressure.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• CompTIA A+ certification preferred.

Benefits Include:
401(K) Plan with Employer Match, Health Insurance (medical, dental, and vision), Paid PTO, Flexible Spending Accounts (Health and Dependent Care), Life insurance, short term and long-term disability, Full Holiday Schedule and more.

This company, its subsidiaries, and joint ventures will provide equal employment opportunities to all persons and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disabling condition, political affiliation, protected veteran’s status, or sexual orientation. All selection, hiring, and promotion decisions will be based on valid job-related requirements consistent with performance of the essential functions of the position. This policy is in keeping with Executive Order 11246, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, Sections 503 and 504 of the Rehabilitation Act of 1973, the Civil Rights Restoration Act of 1988, the Vietnam Veterans Readjustment Assistance Acts, as amended, and other applicable federal and state laws. Pursuant to PL 93-638, as amended, preference may be given qualified to the Corporation’s Shareholders, including their spouses and descendants, during the hiring process to the maximum extent permitted by law.