Service Desk Specialist I at GCI in Anchorage, AK

*Candidates must reside within 50 miles of Anchorage, Alaska

• Provide quality support for all Service Desk supported applications.
• Respond to customer service by phone, e-mail, and/or chat.  Gather end user information and requirements utilizing ticketing systems.   
• Document situation and troubleshooting steps taken.
• Educate and train users informally on desktop software applications enhancing efficiency and effectiveness.
• Mentor and support peers, assist with additional workload tasks and projects.
• Stay informed of IT teams’ application changes and updates.
• Escalate issues appropriately, monitor metrics and report performances.
• Ad Hoc reporting and summarizations. 

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • Actively pursue training and development opportunities to enhance technical skills and knowledge.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Demonstrated strong verbal, written, and telephone communication skills with the ability to explain technical activities to customers and resolve complex technical issues.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Excellent customer service and follow-through skills.
  • Demonstrated ability to handle irate users in a professional and respectful manner.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Demonstrated administrative and organizational skills including the ability to effectively document procedures and technical processes.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively. 
  • Advanced knowledge of Windows and Apple operating systems, desktops, laptops, and MS Office Suite.
  • Knowledge of billing software and GCI business rules preferred.
  • Ability to type 35 words or more per minute preferred.

Additional Job Requirements:

Working under close supervision, functions as the IT point of contact for the company providing end user support and resolution to issues in addition to escalating problems to the appropriate IT resource/s.   Interaction with Service Desk customers and IT team by phone, email, chat, and/or in person regarding hardware, software, and service-related issues.

Essential Duties:

Minimum Qualifications: 

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Minimum of two (2) years of experience directly supporting onsite and mobile users with hardware and software applications, including at least one (1) year Tier I experience as a Service Desk Specialist, Desktop Technician, or in a relevant working environment. *

Preferred: 

• Associate degree in information technology/systems, computer science or a related area.
• A+, Net+, MCP, MCSA, MCSE, ITIL, or other relevant telecom industry or job specific certifications.
• Telecommunications experience.

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

Lifting Guidelines: Safely move, transport, position, install, remove, and maneuver equipment and supplies:

• Frequent lifting without assistance of up to 25 pounds (several times per day); includes lifting below shoulder level and walking with load using trained lifting techniques.
• Incidental lifting without assistance of up to 50 pounds (only 1 or 2 times per day); includes carrying below shoulder level and walking with load using trained lifting techniques.
• For lifts above the shoulder (like placing equipment on shelves, etc.), the above are reduced by 50%; with very limited carrying and walking with above the shoulder loads; using trained lifting and transferring techniques.