Help Desk Specialist (1000 Hour)

Help Desk Specialist (1000 Hour)

Salary

$30.87 Hourly

Location

MSB Administration Building, 350 E Dahlia, Palmer, AK

Job Type

Thousand (1000) Hour

Job Number

2026-00116

Department

Information Technology

Division

OIT-Service Desk

Opening Date

09/18/2026

Closing Date

Continuous

• Description
• Benefits
• Questions

Job Summary

This is a part-time position that primarily works an afternoon schedule to provide service desk coverage during normal business hours as well as occasional evening hours to support public meetings and other scheduled events.

Responsibilities include operating specialized meeting software to manage remote callers, monitoring participant and call queues, troubleshooting audio, video, and connectivity issues, and facilitating public testimony and participation during live meetings.

Candidates should be comfortable providing real-time technical support in a public-facing environment while ensuring meetings run smoothly and efficiently.

Evening meeting support is a regular part of the position and may occur multiple times each month based on meeting schedules.

Work is performed and duties are carried out in accordance with established policies, procedures, and Borough core values: Accountability, Customer Focus, Dedication, Integrity, Responsiveness and Teamwork.

Pay Grade

K1 - DOE

Minimum Requirements

High school diploma or equivalent, and specialized training in the field of work including college courses, certificate program, apprenticeship, etc.

Three years of experience in the occupational field, sufficient to understand the major duties of the position. Relevant experience should include troubleshooting and resolving hardware, software, printer, peripheral, mobile device, and connectivity issues in a ticket-based support environment; providing end-user support through phone, email, remote, and on-site channels; using IT service management and ticketing systems to document, track, and resolve service requests; supporting Microsoft 365 applications and services; workstation imaging and deployment, software distribution, asset management, user account administration; and collaborating with IT teams to resolve issues and improve processes while delivering excellent customer service.

Possession of a valid driver's license issued by the State of Alaska for the type of vehicle or equipment operated. Must be at least 19 years of age with one (1) year of driving experience.

Must successfully pass a pre-employment background check, drug screen, and physical.

Duties/Responsibilities

• Serves as Tier I/II level support to troubleshoot and resolve hardware, software, printer and peripheral issues, fulfilling service and training requests.
• Analyzes and troubleshoots problems via telephone, email and on-site.
• Provides interpretation and documentation of issues and resolution in the ticketing system.
• Provides on-site IT support for emergency response drills and incidents.
• Support and troubleshoots VOIP phone system.
• Sets up IT security access for new employees; disables access for terminated employees; manages changes to employee permissions.
• Utilizes enterprise tools for computer imaging, automating software deployments, software patching, asset management, licensing compliance, computer security and reporting.
• Configures, administers, manages and utilizes the incident management software for tracking and reporting all IT related services requests.
• Assists in the development and establishment of standards, strategies, guidelines and procedures.
• Monitors environment for incidents and works to find resolutions.
• Manages hardware lifecycle, including decommissioning, surplus, and disposal of hardware and peripherals.
• Provides oversight and functional direction of assigned contractor daily activities.
• Performs related duties.

Temporary and Thousand Hour (1000) employees for the Mat-Su Borough do not receive a benefits package. Following is a brief description of the only benefit provided to this class of employee.

Alaska Supplemental Benefits System:

The Supplemental Benefits System (SBS) is in lieu of Social Security and is mandatory. An employee contributes at 6.13% of gross wages, matched by the Borough (6.13%), on the present wage base of $176,100.

01

This position is scheduled primarily during afternoon hours and includes recurring evening work to support public meetings. Are you able to work an afternoon schedule and occasional evening hours as required?

• Yes
• No

02

This position includes providing technical support for public meetings, including assisting remote participants, troubleshooting audio/video issues, and facilitating public participation during live meetings. Please describe any experience you have supporting meetings, events, video conferencing, or live technology services

03

Please describe your experience providing end-user technical support at a help desk, service desk, or similar customer support environment. Include examples of the types of hardware, software, mobile device, printer, network, or Microsoft 365 issues you have supported, and the methods used to assist users (e.g., phone, email, remote support, or in-person support).

04

Please describe your experience supporting and administering Microsoft 365 applications and services. Include any experience with user account management, Microsoft Entra ID (Azure Active Directory), Exchange Online, Teams, OneDrive, SharePoint, or other Microsoft 365 technologies.

Required Question

Employer Matanuska-Susitna Borough

Address 350 E Dahlia Avenue

Palmer, Alaska, 99645

Phone 907-861-8404

907-861-8404

Website http://www.matsu.gov