Job Description
Are you a technical problem-solver looking for a stable night shift opportunity in the beautiful state of Alaska? Alaska Digital Solutions is seeking a dedicated Technical Support Specialist to join our team. We pride ourselves on providing top-tier customer service and offer a Remote Friendly work environment, allowing you to balance your professional life with the unique lifestyle of the Last Frontier.
In this role, you will be the first line of defense for our clients, resolving complex technical issues during our high-traffic evening hours. If you have a knack for technology and a passion for helping others, we want to hear from you.
Responsibilities
- Technical Troubleshooting: Diagnose and resolve hardware, software, and network issues for end-users via phone, email, and remote desktop tools.
- Ticket Management: Log, track, and prioritize support tickets in our CRM system to ensure rapid resolution and high customer satisfaction scores.
- Remote Assistance: Utilize remote access software to troubleshoot connectivity issues and perform system updates efficiently.
- User Support: Provide clear, patient guidance to customers and internal staff on software usage and security best practices.
- Documentation: Maintain accurate records of technical issues, resolutions, and system configurations in our knowledge base.
- Escalation Handling: Identify complex issues that require senior engineering support and escalate them appropriately.
- Night Shift Coverage: Ensure consistent coverage during our operating hours (e.g., 8:00 PM – 4:00 AM) to maintain service continuity.
Qualifications
- Experience: Minimum of 2 years of experience in IT support, help desk, or customer service roles.
- Availability: Must be willing and able to work rotating night shifts.
- Communication: Excellent verbal and written communication skills with a focus on empathy and patience.
- Technical Skills: Proficiency in Windows and Mac OS, basic networking, and remote access tools (e.g., TeamViewer, AnyDesk).
- Education: High school diploma or GED required; Associate degree in IT or related field is a plus.
- Location: Must reside in Anchorage, AK, or be eligible for the remote-friendly hybrid schedule.