IT Systems & Support Specialist Utqiaġvik (Barrow), Alaska 99723

REPORTS TO: IT Manager

WORK SCHEDULE: Monday through Friday 7:30am - 4:00pm

COMPENSATION: $31.51 - $36.47/hour + DOE + Benefits, Non-Exempt Regular Full-Time Position

CLOSING DATE: Until Filled

IT Systems & Support Specialist

SUMMARY OF POSITION:

The IT Systems & Support Specialist is responsible for planning, coordinating, implementing, troubleshooting, and maintaining the Colleges electronic office systems and infrastructure. This includes support for client endpoints, servers, network connectivity, printers, fax, electronic mail, software applications, local area network (LAN), and integration with online and Internet resources. The Specialist provides direct user support, helps define and uphold standards and best practices, and contributes to ongoing improvements and projects.

This role exists in three levels (I, II, III), with increasing responsibility, autonomy, technical complexity, project leadership, and mentoring.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide helpdesk/Call Center operations: receive, prioritize, track, and resolve technical tickets (hardware, software, network, peripherals).
  
• Provide first, and as appropriate second or third level support for Microsoft Office, operating systems, and common software applications.
  
• Diagnose and resolve user issues with PCs, printers, VoIP, mobile devices, and peripheral hardware.
• Maintain and perform upgrades, patches, and updates on systems and software.
  
• Assist users with connectivity and network environment issues (wired, wireless, VPN).
  
• Maintain documentation: knowledge-based articles, user guides, repair logs, network diagrams, inventory records.
  
• Track, tag, and manage hardware/software assets throughout their lifecycle, including procurement, deployment, and decommissioning.
  
• Assist in developing, enforcing, and updating automation and systems standards, policies, and best practices.
  
• Provide end-user training and office system literacy support (how to best use software tools and workflows).
  
• Maintain communication with users about issue status, resolutions, and best practices.
  
• Coordinate with or escalate to other IT groups (network, systems, security) when necessary.
  
• Provide support for classroom / event technology (projectors, AV, conference systems) as needed.
  
• Assist in special projects: system migrations, upgrades, rollouts, lab or office reconfigurations.
  
• Perform additional duties as required by IT management or institutional leadership.
  
• Complies with College policies, procedures and administrative directives, as well as state, federal, and local laws, regulations, and ordinances.
  
• Performs other related duties as required.
  

For Level II / III, includes:

• Lead or coordinate small to medium projects (hardware refresh, software rollouts).
• Mentor and train lower-level staff or student workers.
• Assist in planning for infrastructure upgrades and future technology needs.
• Provide input on budgets, purchasing, vendor evaluation, and licensing.
• Conduct root‑cause analysis for recurrent issues and propose process improvements.
• Act as escalation point for complex technical issues.

KNOWLEDGE/SKILLS/ABILITIES:

• Strong familiarity with PC hardware, software, diagnostics, repair.
  
• Working knowledge of Microsoft applications and operating systems; ability to learn and support additional OS (macOS, Linux) as needed.
  
• Basic networking knowledge (TCP/IP, DNS, DHCP, VLANs, wireless) and ability to troubleshoot connectivity issues.
  
• Experience or aptitude in image deployment, configuration management, and automated deployment tools.
  
• Ability to explain technical issues in plain language to non-technical users.
• Good oral, written, and interpersonal communication skills.
  
• Excellent customer service orientation and ability to work under pressure
  
• Demonstrated ability to interact effectively in a multicultural environment.
  
• Ability to pass a pre-employment background check.
  
• Demonstrated knowledge in one or more of the following areas: post-secondary educational systems, North Slope Borough [NSB] institutions and organizations; Iñupiat culture, language, values, and traditions.
  
• Ability to interpret and represent North Slope community values, customs, and beliefs for the College.
  
• Ability to interpret and represent College actions and western institutions to the North Slope community.
  
• Ability to support Iḷisaġvik Colleges mission.

EDUCATION/CERTIFICATES/EXPERIENCE [Required/Preferred]:

Required (Level I):

• High school diploma or equivalent.
• Relevant IT certification (e.g. Microsoft, Cisco, CompTIA A+ / Network+).
• 1–2 years of customer service or technical support experience.

Preferred (Level II / III):

• Associate degree (or higher) in Information Technology, Computer Science, or related field.
• Advanced certifications (e.g. Microsoft Certified, Cisco CCNA, CompTIA Server+, etc.).
• Experience in an educational or nonprofit environment.
• Valid drivers license.