Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• IT Procurement
• Project Support
• Ticket Management
• Technical Guidance
  • Ability to accurately communicate technical information in a clear and concise manner to a range of technical and non-technical audiences.
  • Ability to prepare clear and concise reports and recommendations.
  • Demonstrated ability to maintain the highest levels of confidentiality and show discretion when accessing computers, tablets, and other work devices for employees.
  • Strong problem-solving skills with the ability to effectively prioritize in a rapidly changing environment.
  • Ability to analyze and troubleshoot technical issues and root cause, leading to relevant insights and innovative solutions.
  • Knowledge and understanding of IT services, installation, modifications, and test procedures.
  • Knowledge and understanding of customer order fulfillment, inventory, shipping, and receiving requirements.
  • Ability to execute basic equipment installation and test and turn up procedures.
  • Ability to analyze the impact of changes on systems and take the necessary steps to ensure successful implementation.
  • Knowledge and understanding of necessary accounting processes, such as job costing.
  • Understanding of relevant IT hardware (i.e., servers, switches, computers, etc.) and IT software (versions, cheaper alternatives, etc.) to make informed purchase decisions.
  • Knowledge of Microsoft Windows/PC and Apple iOS/Operating Systems, messaging platforms, desktop applications, network security concepts, configurations, and component offerings.
  • Knowledge of web-based ticketing systems.

COMPETENCIES:
• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

• 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.

o Ability to accurately communicate technical information in a clear and concise manner to a range of technical and non-technical audiences.

o Ability to prepare clear and concise reports and recommendations.

• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

o Demonstrated ability to maintain the highest levels of confidentiality and show discretion when accessing computers, tablets, and other work devices for employees.

• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

• 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.

o Strong problem-solving skills with the ability to effectively prioritize in a rapidly changing environment.

o Ability to analyze and troubleshoot technical issues and root cause, leading to relevant insights and innovative solutions.

o Knowledge and understanding of IT services, installation, modifications, and test procedures.

o Knowledge and understanding of customer order fulfillment, inventory, shipping, and receiving requirements.

o Ability to execute basic equipment installation and test and turn up procedures.

o Ability to analyze the impact of changes on systems and take the necessary steps to ensure successful implementation.

o Knowledge and understanding of necessary accounting processes, such as job costing.

• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.

o Understanding of relevant IT hardware (i.e., servers, switches, computers, etc.) and IT software (versions, cheaper alternatives, etc.) to make informed purchase decisions.

o Knowledge of Microsoft Windows/PC and Apple iOS/Operating Systems, messaging platforms, desktop applications, network security concepts, configurations, and component offerings.

o Knowledge of web-based ticketing systems.

Additional Job Requirements:

This is a senior level position within the discipline functioning as a subject matter expert (SME). Demonstrates advanced knowledge and proficiency in areas of responsibility. Performs complex tasks and job duties, receiving minimal to no instruction on routine work and new assignments. Works under minimal supervision with wide latitude for independent judgment.

Essential Duties:

IT Procurement

• Assess and validate customer software and hardware requirements.
• Acquire new and replacement Windows- and Apple-based desktop systems, servers, software, peripherals, and tablets based on business needs.
• Track software and non-hardware purchases via vendor web portals.
• Administer and assign standard vendor product licensing (e.g., Microsoft, Adobe) and maintain purchase records for non-standard software (e.g., AutoCAD, VMWare).
• Maintain and coordinate department or sub-department budget guides related to purchases.
• Develop and produce quotes and reports in compliance with procurement, financial, and accounting policies.

Project Support

• Plan, coordinate, and administer assigned IT activities and business programs.
• Assess, recommend, and maintain records and usage reports for leasing and/or purchasing multi-vendor document devices, including printers.
• Monitor and update the IT Logistics budget site as changes occur.
• Ensure compliance and accuracy in software licensing and documentation.

Ticket Management

• Serve as the Point of Contact (POC) for monitoring IT Logistics queues.
• Assign tickets based on skillset and priority, update statuses, and transfer tickets as needed.
• Address customer inquiries related to order processing, damage claims, and inventory availability.
• Track and report department metrics and KPIs.

Technical Guidance

• Develop, implement, and train internal customers on related procedures, processes, services, and systems.
• Educate customers on purchasing decisions and assist with order processing steps.

Additional Competencies:

• In-depth knowledge of office productivity applications (e.g., O365, Outlook, Excel, MS Teams, SharePoint).
• In-depth knowledge of customer order fulfillment, inventory, shipping, and receiving requirements.
• Intermediate knowledge of Oracle purchasing and inventory systems.
• Demonstrated ability to coordinate and support department budgets.
• Demonstrated knowledge and skill in application support, evaluation, troubleshooting, system monitoring, testing, web interface management, customer service platforms, and other complex technical systems.
• Ability to recognize anomalies in customer orders and order patterns and proactively investigate for clarification.
• Ability to break down tasks and delegate when appropriate, keeping projects and initiatives moving forward.

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 eight (8) years of experience with increased responsibility supporting desktop users with hardware and software applications within a telecommunications or information technology-related environment. *

Preferred:

• Associate degree in Information Technology/Systems, Computer Science, Electronics, or related field.
• Telecommunications trade school or equivalent training.
• Telecommunications experience.
• CompTIA A+ or other relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS

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

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• 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.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.