Systems Administrator

DenaliTEK is an Alaska-based Managed Service Provider (MSP) dedicated to helping businesses operate efficiently, securely, and confidently through technology.

We pride ourselves on delivering exceptional customer service, building lasting client relationships, and maintaining a collaborative, solutions-focused team environment.

We're looking for an experienced Tier II IT Support Technician to join our growing Service Center team in Anchorage.

As a Tier II IT Support Technician, you'll serve as a key technical resource for our Service Center, handling escalated support requests, troubleshooting complex IT issues, and helping maintain the technology environments of our managed services clients.

The ideal candidate is a confident troubleshooter who enjoys solving problems, takes ownership of their work, communicates effectively, and understands the importance of delivering an excellent client experience.

This is a hands-on technical role requiring strong troubleshooting skills, independence, accountability, and a willingness to collaborate with other technicians and engineers.

Requirements

• Technical Support & Troubleshooting
• Provide Tier II technical support for desktops, laptops, servers, networks, and business applications.
• Troubleshoot and resolve escalated service requests from Tier I technicians.
• Diagnose hardware, software, operating system, connectivity, and authentication issues.
• Support Microsoft 365, Exchange Online, Entra ID, Active Directory, and Windows environments.
• Troubleshoot VPN, DNS, DHCP, wireless networking, and basic firewall-related issues.
• Perform remote and onsite troubleshooting as needed.
• Escalate advanced infrastructure issues to senior engineering resources when appropriate.
• Systems Maintenance & Centralized Services
• Monitor and assist with backup systems, including investigating failures and verifying successful remediation.
• Support endpoint security, antivirus, and endpoint detection tools.
• Assist with patch management, operating system updates, and endpoint compliance.
• Monitor alerts generated through Remote Monitoring and Management (RMM) platforms.
• Identify recurring technical issues and recommend proactive improvements.
• Assist with workstation deployments, user onboarding/offboarding, and infrastructure maintenance.
• Service Center Operations
• Manage assigned tickets efficiently while meeting established service level agreements (SLAs).
• Provide phone support and assist with incoming service requests as needed.
• Maintain accurate, timely ticket notes and technical documentation.
• Follow established procedures for incident management, escalation, and change control.
• Participate in the rotating after-hours on-call schedule.
• Collaborate with Tier I technicians, senior engineers, and other internal teams to resolve client issues.
• Maintain a professional, customer-focused approach in every interaction.
• Required Qualifications
• 3+ years of professional IT support experience, preferably in a Tier II or equivalent technical support role.
• Strong working knowledge of Windows 10/11 and Windows Server environments.
• Experience supporting Microsoft 365, Active Directory, and Entra ID.
• Solid understanding of TCP/IP networking, DNS, DHCP, VPNs, and common network troubleshooting.
• Experience troubleshooting workstation, server, and network-related issues.
• Familiarity with ticketing systems, remote support tools, and technical documentation.
• Ability to independently prioritize, troubleshoot, and resolve technical issues.
• Strong communication skills and a commitment to excellent customer service.
• Ability to work onsite in Anchorage and travel to client locations as needed.

Preferred Qualifications

• Previous experience working for a Managed Service Provider (MSP).
• Experience with ConnectWise Manage or similar PSA platforms.
• Experience with N-able N-central or similar RMM platforms.
• Familiarity with Sophos, Microsoft Defender, or other endpoint security solutions.
• Experience with Veeam, Cove Data Protection, or similar backup technologies.
• Knowledge of virtualization platforms such as Hyper-V or VMware.
• CompTIA Network+, Security+, Microsoft certifications, or equivalent practical experience.

What We're Looking For

• Technical skills matter, but so does how you approach your work.
• We're looking for someone who: Takes ownership of problems and follows through to resolution.
• Is dependable, accountable, and trustworthy.
• Communicates clearly with clients and teammates.
• Stays calm and professional when troubleshooting difficult issues.
• Is comfortable asking questions and collaborating with others.
• Values documentation, security, and established processes.
• Enjoys working in a fast-paced MSP environment where every day brings something different.
• Why Join DenaliTEK?
• At DenaliTEK, you'll work alongside an experienced technical team supporting a diverse range of Alaska businesses.
• You'll have the opportunity to expand your technical skills, solve meaningful problems, and contribute to a company that values teamwork, professionalism, and delivering excellent service.