IT Support Technician I, II, or III

Overview

Doyon, Limited's mission is to continually enhance our position as a financially strong Native corporation to promote the economic and social well-being of our 20,000+ shareholders. We provide exceptional career opportunities for individuals who value professionalism, collaboration, and a commitment to excellence. We understand the importance of treating our employees well and the impact motivated employees have in helping us succeed in our vision to be the leader in all we do.

COMPREHENSIVE BENEFITS PACKAGE:

Doyon, Limited offers a highly competitive benefits package that makes up a significant portion of an employee's total compensation. Eligible employees may participate in the following benefits (these details are for informational purposes only and are subject to any policy or plan changes):

• Paid Time Off (PTO)
• Paid Holidays
• Medical Insurance
• Dental & Vision Insurance
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA)
• Life insurance
• Short and Long-Term Disability
• 401(k) Plan & Employer Match
• Profit sharing
• Employee Assistance Program
• Tuition Assistance

**This position is located in Anchorage, Alaska**

JOB SUMMARY: Doyon IT is hiring an IT Support Technician at Level I, II, or III depending on qualifications and experience. This role is part of a growing, customer-focused IT team that provides high-quality technical support across the organization. Candidates will be placed at the appropriate level based on experience, technical skill, and demonstrated capability.

The ideal candidate is service-oriented, eager to learn, and able to troubleshoot a wide range of hardware, software, and system issues. Higher-level technicians will handle more advanced support needs, lead small initiatives, and mentor junior staff.

ESSENTIAL FUNCTIONS:

Core Responsibilities for All Levels

• Provide courteous, timely support to internal users in person and remotely
• Troubleshoot hardware, software, mobile devices, and peripheral issues
• Use an IT ticketing system to track, document, and resolve incidents
• Set up new user accounts, devices, and onboarding equipment
• Support meetings and events with audio/visual setup
• Participate in after-hours/on-call rotations and occasional travel

IT Support Technician I

• Resolve routine support issues under supervision
• Escalate problems appropriately
• Assist with onboarding tasks and basic A/V setup
• Maintain IT asset inventory and organization
• Develop foundational troubleshooting skills.

IT Support Technician II:

• Independently resolve more complex issues
• Perform root-cause analysis and reproduce reported problems
• Lead end-to-end onboarding for new hires
• Guide Technician I employees and model best practices
• Contribute to documentation and process improvements

IT Support Technician III:

• Serve as the escalation point for complex problems
• Lead hardware/software deployments and support initiatives
• Support mobile device management (e.g., Intune)
• Mentor and coach Technician I & II staff
• Maintain high service delivery standards
• Participate in system upgrades and cross-functional projects

DOYON LIMITED CORE COMPETENCIES:

• Commitment to Excellence - Identifies what needs to be done and takes action to achieve a standard of excellence beyond job expectations
• Corporate Values- Understand, embraces, and integrates Doyon corporate values into everyday duties and responsibilities
• Customer Service - Identifies and responds to current and future client needs by providing excellent service to internal and external clients
• Safety and Security - Promotes a safe work environment for co-workers and customers
• Teamwork - Resourceful team player that builds, strengthens, and maintains collaborative relationships with others inside or outside the organization

JOB SPECIFIC COMPETENCIES:

• Adaptability- Adapts to changing conditions and work assignments, sets priorities and manages multiple assignments, and tasks
• Analytical Skills- Visualizes, articulates and solves a variety of problems and concepts and makes appropriate decisions based on available information
• Attention to Detail- Ensures one's own and others' work and information are complete and accurate
• Communication Skills- Listens, writes, and speaks effectively, and positively relates and interacts with co-workers and others
• Creative Thinking- Creates something new or original; explores ideas, generates possibilities, looks for many right answers rather than just one; generates new ideas by combining, changing, or reapplying existing ideas
• Dependability- Consistently adheres to operational standards, ensures smooth operations and positive customer experiences, builds a productive workplace, is reliable, and improves team morale
• Independence- Works with minimal supervision
• Problem Solving- Anticipates and identifies problems, distinguishes between symptoms and causes, and determines alternative solutions involving varied levels of complexity, ambiguity and risk
• Time Management- Manages time effectively when accomplishing tasks, projects and goals
• Willingness to Learn- Willing to learn new skills or techniques to meet the demanding changes of job duties and responsibilities

REQUIRED QUALIFICATIONS:

IT Support Technician I

• High school diploma or GED
• Strong customer service and communication skills
• Basic IT troubleshooting knowledge; willingness to learn

IT Support Technician II

• High school diploma or GED
• 2+ years of IT support experience
• Strong troubleshooting and communication skills

IT SupportTechnician III

• High school diploma or GED
• 4+ years of IT support experience
• CompTIA A+ (or equivalent)
• Demonstrated ability to resolve advanced issues and lead support efforts

PREFERRED QUALIFICATIONS:

• Experience with ITSM platforms (Freshservice, ServiceNow, Zendesk)
• Experience supporting Windows, macOS, mobile platforms
• Familiarity with device management tools (Intune, Jamf, etc.)

WORKING ENVIRONMENT: The majority of work takes place in a professional office environment with a diverse group of individuals, each with distinct roles, personalities, and skills.

PHYSICAL DEMANDS: The work is generally sedentary, requiring routine walking, standing, bending, and carrying items weighing up to fifty pounds. [Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions]

REASONABLE ACCOMMODATION: It is Doyon's business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: Doyon grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This job description is not an employment agreement or contract, implied or otherwise, other than an "at will" relationship. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.

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