IT Technician II - Fairbanks
Opti Staffing Group, Anchorage, AK, United States
Position Overview
The IT Help Desk Technician II provides advanced technical support for computer systems, software, and related technology. This role handles escalated issues from Tier 1, requiring deeper troubleshooting, system administration, and collaboration with other IT team members. Responsibilities include advanced problem resolution, user administration, endpoint administration, system configuration, and supporting IT infrastructure. This position plays a critical role in ensuring the stability, security, and efficiency of corporate IT systems while mentoring Tier 1 staff and contributing to process improvements.
Key Responsibilities
Respond to and resolve escalated help desk tickets, phone calls, and emails involving complex technical issues.
Diagnose, troubleshoot, and resolve advanced hardware, software, network, and security problems.
Manage user account administration in Active Directory, Microsoft 365, and other enterprise systems.
Support the deployment, configuration, and maintenance of desktop and laptop systems, printers, mobile devices, and other peripherals.
Provide support and troubleshooting for company software applications, cloud services, and remote access/VPN solutions.
Perform system updates, patching, and preventative maintenance tasks in coordination with IT leadership.
Document resolutions, create technical knowledge base articles, and improve support processes.
Train, mentor, and provide guidance to Tier 1 help desk staff.
Assist with IT asset management, lifecycle tracking, and system deployments.
Participate in IT projects, including system upgrades, migrations, and infrastructure initiatives.
Contribute to IT team meetings, bringing forward solutions and recommendations for process and system improvements.
Required Skills And Abilities
Strong verbal and written communication skills.
Advanced troubleshooting and technical problem‑solving skills.
Analytical thinking and root cause analysis.
Ability to prioritize and manage multiple complex tasks.
Customer-focused and service-oriented mindset.
Strong organizational abilities and attention to detail.
Ability to mentor and support junior team members.
Adaptability and continuous learning in a fast-changing IT environment.
Qualifications And Requirements
Experience: 2–4 years of experience in IT help desk, desktop support, or technical support roles.
Technical Knowledge: Proficiency with Microsoft Office 365, Windows 10/11, Active Directory, Exchange, and common enterprise applications.
Networking: Knowledge of basic networking (TCP/IP, DNS, DHCP, VPN) and security best practices.
Certifications: IT certifications strongly preferred (e.g., CompTIA A+, Network+, Security+, or Microsoft 365/Server).
Education: High school diploma or equivalent required.
Credentials: Valid Alaska Driver’s License and possession of a functional, insured vehicle.
Software: Experience with IT ticketing systems, remote support tools, and system administration.
Position Details
Location: Fairbanks, AK
Status: Hourly, Non-Exempt
Schedule: 40 hours per week
Physical Demands: Must be able to sit for prolonged periods, lift up to 15 pounds, and climb stairs or ladders to access roofs, pits, and attics as needed.
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The IT Help Desk Technician II provides advanced technical support for computer systems, software, and related technology. This role handles escalated issues from Tier 1, requiring deeper troubleshooting, system administration, and collaboration with other IT team members. Responsibilities include advanced problem resolution, user administration, endpoint administration, system configuration, and supporting IT infrastructure. This position plays a critical role in ensuring the stability, security, and efficiency of corporate IT systems while mentoring Tier 1 staff and contributing to process improvements.
Key Responsibilities
Respond to and resolve escalated help desk tickets, phone calls, and emails involving complex technical issues.
Diagnose, troubleshoot, and resolve advanced hardware, software, network, and security problems.
Manage user account administration in Active Directory, Microsoft 365, and other enterprise systems.
Support the deployment, configuration, and maintenance of desktop and laptop systems, printers, mobile devices, and other peripherals.
Provide support and troubleshooting for company software applications, cloud services, and remote access/VPN solutions.
Perform system updates, patching, and preventative maintenance tasks in coordination with IT leadership.
Document resolutions, create technical knowledge base articles, and improve support processes.
Train, mentor, and provide guidance to Tier 1 help desk staff.
Assist with IT asset management, lifecycle tracking, and system deployments.
Participate in IT projects, including system upgrades, migrations, and infrastructure initiatives.
Contribute to IT team meetings, bringing forward solutions and recommendations for process and system improvements.
Required Skills And Abilities
Strong verbal and written communication skills.
Advanced troubleshooting and technical problem‑solving skills.
Analytical thinking and root cause analysis.
Ability to prioritize and manage multiple complex tasks.
Customer-focused and service-oriented mindset.
Strong organizational abilities and attention to detail.
Ability to mentor and support junior team members.
Adaptability and continuous learning in a fast-changing IT environment.
Qualifications And Requirements
Experience: 2–4 years of experience in IT help desk, desktop support, or technical support roles.
Technical Knowledge: Proficiency with Microsoft Office 365, Windows 10/11, Active Directory, Exchange, and common enterprise applications.
Networking: Knowledge of basic networking (TCP/IP, DNS, DHCP, VPN) and security best practices.
Certifications: IT certifications strongly preferred (e.g., CompTIA A+, Network+, Security+, or Microsoft 365/Server).
Education: High school diploma or equivalent required.
Credentials: Valid Alaska Driver’s License and possession of a functional, insured vehicle.
Software: Experience with IT ticketing systems, remote support tools, and system administration.
Position Details
Location: Fairbanks, AK
Status: Hourly, Non-Exempt
Schedule: 40 hours per week
Physical Demands: Must be able to sit for prolonged periods, lift up to 15 pounds, and climb stairs or ladders to access roofs, pits, and attics as needed.
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