Job Description

Service Desk Technician I

Hiring Range $22.99 to $30.66

Service Desk Technician II

Hiring Range $26.33 to $35.10

of Job Responsibilities:

The Southcentral Foundation (SCF) Service Desk Technician is responsible for providing high-quality friendly customer service to all users contacting centralized Information Technology (IT) Service Desk; documenting all user contacts according to specified guidelines; following procedures to manage Incident and Service Request ticket life cycles; providing telephony, application, and hardware support to users; providing telephone-based and remote-control support to users.

This position has two (2) levels designed to provide progressively more responsible and independent work experience. Progression between job levels is based on the demonstrated ability to successfully handle more progressively responsible assignments.

Qualifications:

SCF programs are established to serve a primary population comprised of Alaska Native people who are affiliated with Cook Inlet Region, Inc. (CIRI) and Alaska Native and American Indian people within SCF’s geographical service area. Employees should have a thorough understanding of the cultures and the needs of this population. Such knowledge is critical to ensure the achievement of SCF’s vision of a Native Community that enjoys physical, mental, emotional, and spiritual wellness, and mission of working together with the Native Community to achieve wellness through health and related services

1. High School diploma; OR GED.

2. Two (2) years of technical IT knowledge of hardware and software gained through work or personal experience; OR demonstrated competency as a Program Coordinator II at SCF.

3. Must meet the following conditions to qualify as an approved SCF driver:

a. Valid Alaska driver’s license that meets State of Alaska Division of Motor Vehicles (DMV) license requirements to include:

i. May drive in Alaska for up to 90 days with a valid out-of-State license, then must obtain an Alaska driver’s license.

b. No more than three (3) moving traffic violations (as defined by Alaska Statutes Title 28); OR two (2) at-fault traffic accidents in the previous three (3) years.

c. The driver must not have had ‘Driving Under the Influence’ (DUI); OR ‘Driving While Intoxicated’ (DWI); OR ‘Operating Under the Influence’ (OUI) violations as follows:

i. Zero (0) violations in the past five (5) years.

ii. No more than two (2) violations in the past ten (10) years.

d. Drivers must be at least 18 years of age. Drivers 18 through 20 years of age may only transport equipment, materials, and employees. Drivers who transport customers must be 21 years of age or older and must have completed the probationary period of license requirements for Alaska.

Additional Qualifications for Service Desk Technician II:

1. Associate degree in Information Technology or related field; OR a combination of education and experience; OR Two (2) years IT experience in a role with duties similar to the Service Desk Technician I position.

2. Microsoft Azure Fundamentals certification or obtain within nine (9) months of hire.

Alaska Native/American Indian Preference in Employment:

Pursuant to the Indian Self-Determination and Education Assistance Act, as amended, SCF pursues a policy of Alaska Native/American Indian preference in hiring, contracting, and training.

Employee Health Requirements:

Compliance with our Employee Health Procedure is a condition of SCF employment. You are required to agree that you will comply with all job-related employee health screening and immunizations prior to your first day of employment. Jobs designated as a Health Care Personnel (HCP) position, requires that you have documentation that you have completed the following immunizations prior to your first day of employment: MMR (Measles, Mumps and Rubella, Varicella (Chicken Pox), Hepatitis B, Influenza, T-dap (Tetanus - Diphtheria - Pertussis), and COVID-19 vaccination is required.