Technical Support Supervisor jobs in Alaska

Technical Support Supervisor leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Being a Technical Support Supervisor possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Additionally, Technical Support Supervisor monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Support Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Technical Support Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Senior Technical Support Analyst
  • Arctic Information Technology
  • Anchorage, AK FULL_TIME
  • Overview

     

    JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the System Administrator (Tier 3) and Support Center Management. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 Technical Support Analyst. Typically, the Senior Technical Support Analyst will work on resolving intermediate problems, this includes troubleshooting methods such as verifying physical equipment issues, networking problems, uninstalling/reinstalling software applications, verification of proper hardware and software setup, assistance with application navigation and a higher level of end user training with supported business applications.   

    Responsibilities

    ESSENTIAL FUNCTIONS:  

    • Deliver technical client support over the phone, email, chat assist, and onsite 
    • Works issues thru to completion or to escalation with minimal supervision 
      • Dispatches for outages or as appropriate (in communication with IT Services Manager) 
      • Works Tier 2 and Tier 1 issues as needed 
    • Troubleshoot intermediate complexity workstation and server-based software and hardware issues with: 
      • Microsoft supported Windows Operating systems 
      • Microsoft supported Office/O365 
      • Adobe 
      • Apple Mac supported Operating systems (workstations) 
      • Sophos and other major AV brands 
      • Component failure and pending failure behavior 
      • Failed startup beep codes 
      • Computer event logs and 3rd party alerting tools 
      • Local and network printers, as well as other peripherals such as keyboards and monitors 
    • Build (image) and deploy workstations and associated peripherals 
    • Add users and join workstations, to a domain and assign permissions per procedures 
    • Apply basic troubleshooting to server-based software issues with: 
      • Cloud Services 
      • Microsoft Supported Windows Server  
      • Microsoft Supported Exchange 
      • Microsoft Supported SQL Server  
      • Microsoft Supported Terminal Server and Remote Desktop Services  
    • Knowledge and understanding of DNS, the Internet and mail flow 
    • Administer Microsoft Office 365 
      • Manage and delete user accounts 
      • Manage Exchange/OneDrive/Teams/SharePoint 
      • Licensing levels to include subscription offerings 
    • Troubleshoot backup solutions including Barracuda and others 
    • Learn and understand function of 3rd party applications, as well as troubleshoot with vendor support  
    • Deep understanding of software business applications  
    • Communicate with vendors for RMA and troubleshooting purposes 
    • Maintain/update appropriate documentation including client technical documentation, “how to” documentation, knowledge base articles, internal procedures/processes, etc. 
    • Accurately enter and maintain issue information including notes and resolution 
    • Monitoring systems, able to troubleshoot and take corrective action as trained 
    • Assists with on-boarding projects and various other infrastructure projects as needed 
    • Perform site visits to clients to assist with field work, ArcticCare Health Assessment and T&M service requests, when coverage allows 
    • Performs more complex tasks (directly supervised or manager approved) to gain experience or to assist with real-time support needs 
    • Contribute to team goals such as:  SLA requirements, resolution, and client satisfaction 
    • Actively participates as a member of the Arctic IT team 
    • Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation 
    • Submits timesheets and expenses accurately and timely 
    • Other duties as assigned 

    Qualifications

    QUALIFICATIONS: 

    • Possess High school diploma or GED required, some college preferred 
    • 2 - 4 years of relevant experience in a technical help desk environment and server environment with demonstrated advancement of skills 
    • Certifications are beneficial but not required. Desired certifications/examinations include CompTIA A , CompTIA Network , MCP/MCDST/MCSA (such as Exam 70-697: Configuring Windows devices or Exam MS-500:  Microsoft 365 Security Administration) 
    • Knowledge of MS Dynamics365 a plus 
    • Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process 
    • Pass background checks as needed 
    • Valid driver’s license, personal auto insurance, and reliable personal vehicle 
    • Ability to travel to client sites as needed, leveraging personal vehicle for local dispatch 

    WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Job may require some travel. 

     

    REASONABLE ACCOMMODATION: It is Arctic Information Technology, Inc.’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: Arctic Information Technology, Inc. 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.

     

    PAY TRANSPARENCY STATEMENT: Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal  duty to furnish information. 

     

    Arctic Information Technology Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA). 

     

    Arctic Information Technology, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law and the poster is available at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf. For questions on the job posting contact (253) 344-5300.

     

    #LI-Remote

  • 21 Days Ago

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Technical Support Agent
  • Matanuska Telephone Association, Inc.
  • Wasilla, AK FULL_TIME
  • We are searching for an experienced Technical Support Agent at our Sun Mountain facility. Primary Duties and Responsibilities: SUMMARY OF POSITION Working in a fast paced 24-hour call center environme...
  • 2 Days Ago

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Technical Support Agent
  • Matanuska Telecom Association Inc.
  • Wasilla, AK FULL_TIME
  • Technical Support AgentWe are searching for an experienced Technical Support Agent at our Sun Mountain facility. Primary Duties and Responsibilities: SUMMARY OF POSITION Working in a fast paced 24-hou...
  • 5 Days Ago

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Technical Supervisor – HVAC Controls
  • LONG Building Technologies
  • Anchorage, AK FULL_TIME
  • Position SummaryThe Technical Supervisor administers to the technicians and other personnel and takes interest for the quality of their work and the accomplishment of profit goals. The Technical Super...
  • 6 Days Ago

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Technical Supervisor – HVAC Controls
  • long-careers
  • Anchorage, AK FULL_TIME
  • Description Position Summary The Technical Supervisor administers to the technicians and other personnel and takes interest for the quality of their work and the accomplishment of profit goals. The Te...
  • 11 Days Ago

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Support Supervisor
  • Goldbelt Aerial Tramway, LLC
  • Juneau, AK FULL_TIME
  • Support Supervisor Job Locations US-AK-Juneau ID 2024-12892 Category Administrative Position Type Regular Full-Time Overview As the only aerial tramway in Southeast Alaska, guests at the Goldbelt Tram...
  • 5 Days Ago

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Technical Support Supervisor
  • Metasys Technologies
  • Mundelein, IL
  • IT Support Supervisor Direct Hire On-site in Mundelein, IL with 25% regional travel Our direct client is seeking an expe...
  • 3/27/2024 12:00:00 AM

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Technical Support Specialist
  • Transition Networks, Inc.
  • ** TECHNICAL SUPPORT SPECIALIST II** **Job Category****:** SALES **Requisition Number****:** TECHN01130 Showing 1 locati...
  • 3/27/2024 12:00:00 AM

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Technical Support Expert
  • Kaseya
  • Orlando, FL
  • ABOUT KASEYA: Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed...
  • 3/27/2024 12:00:00 AM

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Technical Support Expert
  • Kaseya
  • Orlando, FL
  • ABOUT KASEYA: Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed...
  • 3/27/2024 12:00:00 AM

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TECHNICAL SUPPORT SPECIALIST II
  • Transition Networks, Inc.
  • ** TECHNICAL SUPPORT SPECIALIST II** **Job Category****:** SALES **Requisition Number****:** TECHN01130 Showing 1 locati...
  • 3/26/2024 12:00:00 AM

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Technical Support Specialist
  • Forsta
  • Stamford, CT
  • **Technical Support Specialist** Stamford, Connecticut Minimum Experience **Entry-level** is the new brand for the merge...
  • 3/26/2024 12:00:00 AM

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Senior Technical Support Supervisor
  • AGILANT SOLUTIONS INC.
  • Lisle, IL
  • Job Description Job Description Job Type Full Time Location IL Department Service Desk Reports to Contact Center Manager...
  • 3/24/2024 12:00:00 AM

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Desktop Support Technician
  • The Judge Group
  • South San Francisco, CA
  • Work is Sweet!'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in ...
  • 3/24/2024 12:00:00 AM

Alaska is the northernmost and westernmost state in the United States and has the most easterly longitude in the United States because the Aleutian Islands extend into the Eastern Hemisphere. Alaska is the only non-contiguous U.S. state on continental North America; about 500 miles (800 km) of British Columbia (Canada) separates Alaska from Washington. It is technically part of the continental U.S., but is sometimes not included in colloquial use; Alaska is not part of the contiguous U.S., often called "the Lower 48". The capital city, Juneau, is situated on the mainland of the North American ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Supervisor jobs
$73,774 to $102,726

Technical Support Supervisor in Kennewick, WA
The position requires experience in personnel management, budgeting, and technical support and is responsible for actively analyzing and directing the team’s efficiency.
January 08, 2020
Technical Support Supervisor in Augusta, GA
Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
December 14, 2019
Technical Support Supervisor in Las Cruces, NM
Directing daily activities of the call center, identifying/tracking site issues, working with vendors, handling customer escalations, ensuring delivery of top-notch customer satisfaction and providing coaching, career development and training to Technical Support Representatives will be critical success criteria for this role.
December 26, 2019