Juneau, AK, USA+1 moreMore locations: Anchorage, AK, USA
In PersonPrimarily on-site; must be based in Juneau or Anchorage, Alaska.
IT OperationsIT Service Desk & End User Support
About the job
Requirements
Have 0–2 years of experience, relevant certifications such as CompTIA A+ or Network+, IT coursework, or comparable hands-on experience or aptitude.
Be coachable, take direction well, and actively seek feedback.
Communicate clearly and patiently, especially with non-technical people.
Be detail-oriented and able to follow processes precisely.
Be curious about the causes of technical issues.
Be comfortable acknowledging knowledge gaps and asking for help.
Be reliable and ready to work each day.
Be based in Juneau or Anchorage, Alaska.
Have basic familiarity with Windows operating systems and Microsoft Office/365 applications.
Pass a basic background check for airport security badging.
Have a valid driver's license or willingness to obtain one, and be able to drive.
Responsibilities
Serve as the first point of contact for incoming help desk tickets, phone calls, and client requests.
Keep the ticket queue actively triaged and reviewed, minimizing aging or idle tickets.
Clarify issues with clients before beginning troubleshooting.
Triage and resolve common issues, including password resets, account lockouts, printer and peripheral problems, basic hardware and software troubleshooting, and routine Microsoft 365 requests, within established service-level agreement targets.
Promptly escalate issues that cannot be resolved to Level 2 or Level 3 technicians, providing clear troubleshooting details.
Recognize priority issues quickly and flag them appropriately, keeping clients updated while issues are being addressed.
Use artificial intelligence tools to support troubleshooting, research, and clear client communication.
Follow the standard ticket workflow and existing documentation, and flag unclear, outdated, or missing information.
Use knowledge base resources during troubleshooting.
Log ticket notes that clearly document the issue and its resolution for another technician to continue the work.
Enter complete and accurate time entries while working.
Communicate clearly and courteously with clients, including when they are frustrated.
Provide proactive updates while work is in progress.
Explain solutions in client-friendly language, including next steps or prevention guidance when appropriate.
Represent the company professionally in every interaction.
Own assigned tickets from intake through resolution or handoff, keeping clients informed.
Meet commitments and timelines consistently.
Participate seriously in team meetings and training and arrive prepared.
Desired Qualifications
Basic understanding of networking concepts, including the functions of routers and switches and the meaning of an IP address.
Willingness to learn basic PowerShell and Command Prompt scripting.
Hansen Gress is a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage. We’re ~30 people today, scaling quickly, and investing in the people and systems needed to serve our clients with consistency and excellence.
We run lean, trust our team, and believe in leadership that works alongside people—not above them. We’re relationship-first, execution-focused, and allergic to bureaucracy. If you want to own your work, improve how things get done, and grow into something bigger, this is the right place.
The Role
The Level 1 Help Desk Technician is the front line of our Help Desk—the first voice and first hands our clients encounter when something isn't working. This role is built for someone early in their IT career who is eager to learn, coachable, and ready to build the fundamentals every great technician is built on.
You'll work under the guidance of Level 2 and Level 3 technicians, resolving tickets with defined steps and escalating what's beyond your scope. Every ticket you close well and every issue you learn to solve on your own moves you closer to Level 2.
Level 1 is where we invest in people from day one. If you show curiosity, reliability, and a drive to get better, we will actively work with you to grow into Level 2 and beyond.
What You’ll Do
Technical Execution
Serve as the first point of contact for incoming Help Desk tickets, phone calls, and client requests.
Keep your ticket queue actively triaged and reviewed—aging or idle tickets should be rare.
Clarify the issue with the client before beginning troubleshooting, so you're solving the right problem the first time.
Triage and resolve common issues—password resets, account lockouts, printer and peripheral problems, basic hardware/software troubleshooting, and routine Microsoft 365 requests—within established SLA targets.
Escalate issues you can't resolve to Level 2 or Level 3 technicians promptly, with clear troubleshooting details so the next technician isn't starting from zero.
Recognize priority issues quickly and flag them appropriately, so a client is never left waiting without an update while you're stuck.
Use AI tools to help you troubleshoot faster, look things up, and write clearer client communication—AI fluency starts on day one at Hansen Gress.
Process, Documentation & Knowledge
Follow the standard ticket workflow and existing documentation closely, and flag anything that's unclear, outdated, or missing.
Use knowledge base resources during troubleshooting.
Log ticket notes that tell the full story of the issue and its resolution, clearly enough for another technician to pick up where you left off.
Enter complete, accurate time entries as you work.
Communication & Client Experience
Communicate clearly and courteously with clients, even when they're frustrated.
Provide proactive updates while work is in progress—not just when a ticket opens or closes.
Explain solutions in clear, client-friendly language, including next steps or prevention guidance when appropriate.
Represent Hansen Gress professionally in every interaction, however small.
Ownership & Accountability
Own your assigned tickets from intake through resolution or handoff—don't let things go quiet.
Meet your commitments and timelines consistently.
Accept feedback and coaching from Level 2/Level 3 technicians as a normal, expected part of growth.
Take team meetings and training seriously and show up prepared.
Who You Are
You're early in your IT career—0–2 years of experience, relevant certifications (CompTIA A+, Network+, or similar), IT coursework, or comparable hands-on experience/aptitude.
You're coachable. You take direction well and actively look for feedback.
You're a clear, patient communicator, especially with non-technical people.
You're detail-oriented and can follow a process precisely.
You're curious—you want to understand why something broke, not just that it's fixed.
You're comfortable admitting what you don't know and asking for help.
You're reliable and show up ready to work every day.
Living in Alaska is either a passion of yours or a dream you want to fulfill. We are looking for someone who is “all in” on Alaska and fits our team and culture.
Technical Qualifications
Basic familiarity with Windows operating systems and Microsoft Office/365 applications.
Basic understanding of networking concepts (what a router/switch does, what an IP address is) is a plus but not required.
Comfortable learning new software, ticketing systems, and knowledge base tools quickly.
No prior scripting experience required—willingness to learn PowerShell/CMD basics is a plus.
What You’ll Need
Ability to pass a basic background check for airport security badging
Valid driver’s license (or willingness to get one) and the ability to drive. Driver policies apply.
Where You'll Work
Must be based in Juneau or Anchorage, Alaska
This role is primarily on-site, working closely alongside Level 2 and Level 3 technicians.
This is NOT a fully remote position
What’s In It For You
Full-time role.
Salary: $50,000–$65,000 a year, depending on experience and certifications.
Health insurance (with vision coverage).
Retirement plans.
Mobile device plan reimbursement.
A structured path to Level 2 and beyond, with hands-on mentorship from day one.
Work in Alaska, where meaningful work meets stunning nature—with mountains, trails, and ocean right outside your door.
Why You’ll Want to Work with Us
Employee satisfaction and growth are important to us! We are committed to helping employees dedicate part of their paid time to personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities. See what else our current employees have to say.
Hansen Gress is committed to equal treatment and opportunities for all employees and job applicants. We are dedicated to building an inclusive and diverse company and have no tolerance for discrimination or harassment. We strive to provide meaningful opportunities for all, particularly those who have been traditionally marginalized in tech fields.