Network Support Technician

Summary:

The Network Support Technician provides essential technical support to Alaska SeaLife Center staff, visitors, and contractors. This role delivers hands-on assistance with hardware, software, and network connectivity issues while maintaining IT assets and supporting the organization's technology infrastructure. The position requires strong problem-solving abilities, excellent customer service skills, and the ability to work both independently and collaboratively to ensure reliable technology services that enable the Center's mission.

Education/Training 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. This experience should include providing technical support and hardware/software support for LAN/WAN users or equivalent experience in related areas.

Primary 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:

In addition to the above,

• 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:

In addition to the above,

• 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:

In addition to the above,

• Works with consulting firms and contractors to identify and resolve issues.
• 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:

In addition to the above,

• 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:

In addition to the above,

• 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

Additional Skills and Abilities:

The successful candidate will demonstrate strong organizational skills with the ability to prioritize multiple support requests efficiently and manage time effectively. Excellent interpersonal and communication skills are essential, including active listening, patience, and the ability to explain technical information clearly to non-technical users. This role requires 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 are critical to success in this position.

Network Support Technician 2:

In addition to the above,

• 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.

Open Until Filled

This is a Full Time position with benefits.

Pay: $20.35/hour - $22.28/hour (1), $23.65/hour - $26.13/hour (2)

Please submit a resume, cover letter and letter of recommendation with your application.

Must be able to pass a background check.