Service Desk Representative I

Location

Region-Wide, AK, US

Organization Name

Information Technology

Job Summary

Job Summary: Entry-level position that performs routine first-contact technology support using established procedures under close supervision, coaching, and escalation support. Provides timely, respectful, and effective support across Fairbanks and villages within the TCC region.

Adhere to the TCC Ch'eghwtsen' model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.

Essential Functions

Essential Functions: This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties .

Representative Duties: Under direct supervision of the End-User Services Supervisor, the incumbent will:

1. Receive and respond to employee technology questions, incidents, and service requests through approved phone, chat, email, portal, and remote-support channels.

1. Verify required information and use established procedures to resolve common access, application, device, peripheral, printing, connectivity, and collaboration-tool issues.

1. Guide employees through basic troubleshooting in respectful, easy-to-understand language.

1. Escalate work that exceeds assigned authority, access, knowledge, or documented procedures.

1. Create and maintain accurate service records, including symptoms, troubleshooting, categorization, actions, resolution, and handoff information.

1. Use approved knowledge articles, scripts, checklists, remote-support tools, and standard operating procedures.

1. Maintain ownership of assigned work through resolution or documented transfer and verify restoration of service when appropriate.

1. Protect passwords, protected health information, personally identifiable information, and other confidential information in accordance with TCC requirements.

1. Report suspected cybersecurity, privacy, safety, or major service incidents through established escalation channels.

1. Support remote employees and village-based operations while maintaining reliable attendance, availability, and professional communications during assigned work hours.

Other Responsibilities:

1. Performs other job-related duties as assigned.

Minimum Qualifications

Minimum Qualifications:

1. High school diploma or GED.

1. Customer service, office technology, computer support, or related experience is preferred; equivalent relevant education, training, or experience may be considered.

1. Ability to obtain and maintain access to TCC information systems and complete required privacy, security, and job-specific training.

1. Ability to work from an approved location within the TCC region using TCC-approved equipment, connectivity, and security practices.

1. Must pass background check pursuant to federal Indian Child Protection and Family Violence Prevention Act requirements and State of Alaska background check.

Knowledge, Skills and Abilities:

1. Basic knowledge of computers, mobile devices, common business applications, collaboration tools, and peripheral equipment.

1. Ability to follow procedures and knowledge articles and recognize when escalation is required.

1. Ability to listen, ask clarifying questions, explain routine information clearly, and document work accurately.

1. Ability to learn new technology, accept coaching, maintain confidentiality, and provide culturally respectful service on a distributed team.

Supervision: This position does not have supervisory responsibilities.

Supervision

Physical demands: Job incumbent must be able to lift and carry up to 40 pounds in support of equipment and supplies. Position requires recurring bending, stooping, kneeling, reading, handling, speaking, hearing, and seeing. Position may require extended periods of standing. May be required to work weekends and evenings. Travel to remote villages required. May be subject to harsh conditions while traveling. Conditions may include but are not limited to the following: travel by unpressurized aircraft, travel by 4WD vehicles, travel by snowmobile, travel by boat, lack of running water or waste facilities, poor heat, and extreme weather conditions.

Summation

Summary: Incumbent will provide entry-level, first-contact technology support in Fairbanks and TCC regional villages. Incumbent will deliver timely, respectful, and culturally responsive customer service while protecting confidential information and supporting remote and village-based operations. The position requires basic technology knowledge, strong communication skills, willingness to learn, and the ability to travel to remote locations.