IT Technician I - ATI

Ahtna, Inc. is seeking an IT Technician I to provide end-user technical support and operational assistance within their IT Service Management framework. The role involves resolving service requests and incidents, documenting work, and adhering to defined service level agreements.

Responsibilities

• Resolves routine incidents and service requests using documented procedures. Escalates issues outside defined procedures or authority
• Diagnose and troubleshoot hardware, software, and connectivity issues on managed endpoints including desktops, laptops, and mobile devices; identify root causes and resolve or escalate accordingly
• Support users with Microsoft 365 services including email, Teams, SharePoint, and OneDrive
• Support identity and access issues including password resets and MFA assistance following approved policy
• Handle Federal Contract Information (FCI) and Controlled Unclassified Information (CUI) in compliance with applicable requirements
• Follow all IT security policies and procedures related to data handling and system access
• Immediately report suspected security incidents in accordance with incident response procedures
• Assist with approved system, network, or security changes under the direction of senior IT staff, following documented procedures and change management requirements
• Assist in the maintenance of IT standards, documentation, and inventory of equipment and supplies
• Log, categorize, prioritize, and document all work within the IT ticketing system
• Meet defined service level agreement (SLA) response and resolution targets
• Communicate status updates to users in a timely and professional manner and confirm resolution prior to ticket closure
• Support the delivery, receiving, and basic asset tracking of computer equipment
• Escalate issues beyond defined procedures or authority to Technician II in accordance with Ahtna's IT Authority and Escalation Framework
• Perform other job-related duties as assigned that are consistent with the scope, authority, and responsibilities of this role

Skills

• Associates degree in computer science, information technology or engineering, technical certification
• One (1) to three (3) years of helpdesk or desktop experience
• Experience working with multiple companies in multiple locations in a widely dispersed network
• Knowledge of applicable data privacy practices and laws
• Valid Driver's License
• Relevant IT certifications
• CompTIA A+, Network+, Security+, MCITP, CCENT and relevant IT certifications
• Experience and knowledge of Alaska Native cultures

Benefits

• Medical, dental, and vision insurance
• Life insurance
• A 401(k) plan with a 3% match
• Paid time off (PTO)
• Company-paid holidays

Company Overview