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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.

Benefits

Why Join Us?

We Take Care of Our Team

✅ 100% Company-Paid Medical, Dental & Vision Insurance
Comprehensive coverage for employees with no monthly premium cost.

✅ 401(k) with Company Contribution
Plan for your future with retirement savings support from the company.

✅ Generous Paid Time Off
Enjoy 4 weeks of PTO annually, plus 7 paid holidays each year.

✅ Expense Reimbursements
We reimburse business-related mileage, parking, internet, and cell phone expenses.

✅ Professional Growth Opportunities
Work with a wide variety of technologies, businesses, and environments while developing skills that accelerate your IT career.

✅ No Drama. No Politics. Just Great Work.
We believe in accountability, teamwork, and treating people with respect. We hire good people, trust them to do their jobs, and reward performance and integrity.

Build a Career, Not Just a Job

Whether you're looking to expand your technical skills, earn certifications, or advance into engineering and leadership roles, you'll have opportunities to learn, grow, and make a real impact.

Equal Opportunity Employer

We are an Equal Opportunity Employer and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other protected characteristic under applicable law.