Job Description

Doyon, Limited's mission is to continually enhance our position as a financially strong Native corporation to promote the economic and social well-being of our 20,000+ shareholders. We provide exceptional career opportunities for individuals who value professionalism, collaboration, and a commitment to excellence. We understand the importance of treating our employees well and the impact motivated employees have in helping us succeed in our vision to be the leader in all we do.

COMPREHENSIVE BENEFITS PACKAGE: 

Doyon, Limited offers a highly competitive benefits package that makes up a significant portion of an employee's total compensation. Eligible employees may participate in the following benefits (these details are for informational purposes only and are subject to any policy or plan changes):

• Paid Time Off (PTO)
• Paid Holidays
• Medical Insurance
• Dental & Vision Insurance
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA)
• Life insurance
• Short and Long-Term Disability
• 401(k) Plan & Employer Match
• Profit sharing
• Employee Assistance Program
• Tuition Assistance

**This position is located in Fairbanks, Alaska**

JOB SUMMARY: Under the supervision of the IT Service Delivery Manager, the IT Support Technician (Level I, II, or III) based on qualifications and experience. This individual will join our growing IT team to deliver responsive, high-quality technical support to internal users. The hired candidate will provide support for hardware, software, systems, and user onboarding at a level aligned to their experience.

IT Support Technician I

Provides front-line technical support and routine issue resolution under supervision. Focus is on learning, providing quality service, and following established procedures.

IT Support Technician II:

Independently handles more complex support issues and provides guidance to entry-level technicians. Participates in small projects and contributes to process improvement.

IT Support Technician III:

Serves as the technical lead for support operations, resolving escalated issues, mentoring staff, and contributing to infrastructure and process improvement projects.

DUTIES AND RESPONSIBILITIES:

• Deliver courteous, timely, and user-focused support in-person and remotely.
• Troubleshoot hardware, software, and peripheral issues using a ticketing system.
• Set up new devices and user profiles and maintain asset documentation.
• Participate in after-hours support and occasional travel to remote locations.

  IT Support Technician I

• Assist with basic hardware/software issues and escalate as needed.
• Support onboarding tasks (e.g., account setup, equipment issuance).
• Perform A/V setup for meetings and small events.
• Help maintain IT inventory records and clean workstations.

IT Support Technician II

• Resolve advanced software/hardware issues and perform root cause analysis.
• Fully manage onboarding for new hires including systems setup.
• Escalate systemic issues and recommend improvements.
• Guide and support Technician I staff.
• Participate in after-hours support rotations and light travel.

  IT Support Technician III:

• Resolve escalated and high-priority issues from other support tiers.
• Lead deployments of hardware/software and contribute to system rollouts.
• Mentor Technician I and II staff; set standards for service delivery.
• Administer mobile device management (e.g., Intune), and support enterprise tools.
• Serve as technical lead during upgrades and cross-functional IT initiatives.
• Participate in incident response and maintain documentation standards.

REQUIRED QUALIFICATIONS:

IT Support Technician I:

• High school diploma or GED.
• Excellent communication and customer service orientation.
• Basic knowledge of computer systems; willingness to learn and grow.

  IT Support Technician II:

• High school diploma or GED.
• 2+ years of IT support experience.
• Strong communication and analytical skills.

IT Support Technician III:

• High school diploma or GED.
• 4+ years of IT support experience.
• CompTIA A+ (or equivalent); strong diagnostic and leadership skills.
• Experience with remote support tools and ITSM platforms.

PREFERRED QUALIFICATIONS:

IT Support Technician I:

• CompTIA A+ or similar foundational certification.
• Experience with IT ticketing tools and remote support platforms.

  IT Support Technician II:

• CompTIA A+, Network+, or Microsoft certifications.
• Familiarity with ITSM tools (e.g., Freshservice, ServiceNow, Zendesk).

IT Support Technician III:

• Network+ or Microsoft 365 certification.
• Experience with macOS/Linux support and enterprise-grade tools.
• Demonstrated mentoring and process improvement experience.

WORKING ENVIRONMENT: The majority of work takes place in a professional office environment with a diverse group of individuals, each with distinct roles, personalities, and skills.

PHYSICAL DEMANDS: The work is generally sedentary, requiring routine walking, standing, bending, and carrying items weighing up to fifty pounds. [Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions]

REASONABLE ACCOMMODATION : It is Doyon’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT:   Doyon grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This job description is not an employment agreement or contract, implied or otherwise, other than an "at will" relationship. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.

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