Purpose of Position:

In this position, you will play a vital role in providing support for both our internal business units as well as our third-party clients. Based out of the ICE Services HQ in Anchorage, you will be responsible for supporting systems, networks, and users across the State of Alaska. Your responsibilities will include configuring and installing various hardware and software solutions, creating documentation, and acting as a point of escalation for resolving a variety of technical issues. Tasks include configuring and supporting a variety of networking devices, including Firewalls, Routers, Layer-2/3 Switches, as well as creating and maintaining documentation.

Educational Requirements:
High school graduate or GED equivalent
College level courses or industry certifications related to IT are strongly preferred

Experience and Background:
At least five years of relevant technical work experience or training which demonstrates suitability for and knowledge of the Information & Technology field.
Understanding and familiarity of network and routing fundamentals.
Knowledge of standard network protocols such as VLAN, STP, LLDP/CDP, LACP, etc
Experience working with ConnectWise Manage or other Trouble Ticketing solutions.
Experience working with SolarWinds NMS, Auvik NMS, or other Network Management Systems.
Strong organizational and customer service skills
Self-motivated with the ability to work in a fast-moving environment.
Ability to work in a team and communicate effectively.

Certificates, Licenses and Requirements:
Valid Driver License that meets ICE Services' insurance criteria.
Ability to lift & carry 50 pounds on regular basis, routine walking, standing, bending.
Must pass a pre-hire drug test, breath-alcohol test, occupational fitness test, computer-based testing and background check.
Willingness and availability to travel to remote locations.
Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Net +, A+, Sec+ or possessing the drive to achieve professional IT certifications with company provided training and resources.

Essential Duties or Functions:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. Incumbents(s) may not be required to perform all duties listed and may be required to perform additional duties as assigned.
Provide support to customers via phone, email, and in-person as well as respond to tickets and alerts.
Communicate effectively with clients, vendors, and coworkers via phone, email, and in-person.
Enter all time, expenses, and customer communications within service tickets.
Monitor support tools for tickets assigned to the queue and process first-in first-out based on Priority & SLA.
Escalating issues and requests to appropriate team members or departments
Maintain and update internal and/or client-facing documentation.
Work closely with the Help Desk team, Systems Administrator, Security Administrator, and Project Managers.
Ability to work independently while locating information to assist our customers.
Configure and install new Firewalls, Routers, Layer-2/3 Switches, and Distributed Wi-Fi solutions.
Maintain inventory of hardware, software licenses, and network assets.
Setup, monitor, and maintain Network Management Systems.
Manage WAN/LAN Security Policies, NAT, and Access Rules.
Support IT Projects such as Network Infrastructure Upgrades, Wireless Deployments, etc
Act as a point of escalation for our Help Desk Technicians on complex tickets or issues.
Observe Company's safety culture, standards, and regulations.
Perform other duties as assigned.

Job Type: Full-time

Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance
Schedule:
8 hour shift
Monday to Friday

Work Location: In person