Help Desk Specialist (RFT)

Help Desk Specialist (RFT)

Salary

$30.87 - $33.42 Hourly

Location

MSB Administration Building, 350 E Dahlia, Palmer, AK

Job Type

Regular Full-Time

Job Number

2026-00099

Department

Information Technology

Division

OIT-Service Desk

Opening Date

07/31/2026

Closing Date

8/13/2026 5:00 PM Alaska

• Description
• Benefits
• Questions

Job Summary

This position is responsible for performing specialized duties in the provision of service desk support to technology end users.

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.

The Information Technology Department is currently looking for candidates with strong customer service skills and experience troubleshooting end-user technology in a ticket-based support environment. Ideal applicants have a proven ability to troubleshoot and resolve a wide range of hardware, software, printer, peripheral, mobile device, and connectivity issues for end users through phone, email, remote, and on-site support.

Successful candidates will be comfortable using IT service management and ticketing systems to document, track, and follow through on service requests while maintaining accurate records and delivering excellent customer service.

Pay Grade

K1 - K5 - 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 includes: customer service skills and experience troubleshooting end-user technology in a ticket-based support environment. Additional experience includes supporting Microsoft 365 applications and services, workstation imaging and deployment, software distribution, asset management, user account administration, and collaboration with other IT teams to resolve issues and improve processes. Strong communication skills, the ability to explain technical concepts to non-technical users, effective prioritization, and professionalism in a dynamic environment are essential for success in this role.

Possession of or ability to readily obtain 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.

The Mat-Su Borough offers a variety of benefits to its eligible employees. These benefits include Health, dental and vision insurance, life insurance, accident and dismemberment (AD&D) insurance, retirement, supplemental benefits (in lieu of social security), deferred compensation, and an employee assistance program. Following is brief description of some of these benefits.

Health Insurance:

The Borough offers group health insurance to all Regular employees scheduled to work 30 or more hours per week. The plan includes medical, prescription, audio and optional dental and vision benefits. Employees may decline any or all of these coverages. Coverage begins for the employee and family members the 1st of the month following date of employment. Family members include spouse and children under age 26. Beginning July 1, 2022, the amount charged to each employee, with a regular work week of 35 or more hours, will be based on which Tier you select and whether the optional vision/dental coverage is added. That amount will be divided between the first two paychecks of each month. The Borough will pay the remainder of the monthly costs. For employees working at least 30 hours but less than 40 hours a week, if the employee elects to be covered, the employee cost will also be based on the Tier selected and if the optional vision/dental coverage has been added.

Life & AD&D:

All regular full time or part time employees will have life insurance coverage provided by the Borough of $50,000 on themselves, $2,000 on their spouse and $1,000 on each qualified child. The benefit for Accidental Death & Dismemberment on the employee is $50,000.

• Employees may purchase additional life insurance through the State of Alaska Supplemental Benefits System.

Retirement:

PERS Tier IV (applies to employees first entered into PERS service on or after July 1, 2006): Alaska Public Employees Retirement System is mandatory with a contribution rate of 8%. The Borough portion is as follows: Defined Contribution Plan - 5%; Health Plan - 0.86%, Health Reimbursement Arrangement - $94.92 (per pay period), Occupational Death & Disability - 0.24%.

PERS Tier I, II, & III (applies to employees first entered into PERS service prior to July 1, 2006): Alaska Public Employees Retirement System (PERS) is mandatory with a contribution rate of 6.75%. The Borough portion is 22%.

For further information, go to the state of Alaskas website at www.state.ak.us/drb.

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.

SBS offers other various benefit options which are fully explained on their website at www.state.ak.us/drb.

Deferred Compensation Plan:

The Borough offers a Deferred Compensation Plan to eligible employees. The maximum amount an employee may defer in any taxable year is 100% of taxable wages or $23,500, whichever is less. Employees over the age of 50 may contribute an additional $7,500 and ROTH $7,000.

Holidays:

The Borough recognizes 11 paid holidays (plus 1 floating holiday). Regular employees with a regularly scheduled work week of less than forty (40) hours shall receive holiday pay on a pro-rated basis.

Personal Leave:

Personal leave will begin accruing the first day employment, however, it will not be available until after the employee has completed three (3) months of service. Accrual rates are as follows:

0 through 1 years 6 Hours per pay period

1 through 2 years 6.93 Hours per pay period

3 through 5 years 8.77 Hours per pay period

6 through 10 years 9.7 Hours per pay period

11 years and longer 11.64 Hours per pay period

Regular employees with a regularly scheduled work week of less than forty (40) hours shall accrue leave on a pro-rated basis.

01

How many years of experience do you have working in a service desk/help desk environment (phone, ticketing, walk-up, or all of the above)?

02

Please describe your knowledge and experience working on a service desk that uses ticket priorities and escalation tiers, and how many years you've worked in this capacity.

03

What ticketing/ITSM systems have you used and what was your role with the ticketing system(s) (end user, technician, senior/lead, Power User, or Admin)?

04

How many years of experience do you have with Microsoft Intune or another endpoint management solution (SCCM/MECM, Jamf, etc.)

Required Question

Employer Matanuska-Susitna Borough

Address 350 E Dahlia Avenue

Palmer, Alaska, 99645

Phone 907-861-8404

907-861-8404

Website http://www.matsugov.us