StraitSys Inc
Regular
JOB SUMMARY: The Service Desk Analyst II provides intermediate technical support and serves as a higher-level resolver for incidents and requests that exceed Service Desk Analyst I scope. This position is responsible for stronger troubleshooting, escalated ticket handling, queue stabilization, support quality improvement, and more complex onboarding, offboarding, and account-related support within defined Service Desk scope.
ESSENTIAL FUNCTIONS:
Respond to escalated support requests from Service Desk Analyst I staff and approved intake channels. Identify, research, and resolve more complex technical problems for customers through approved support methods. Provide end-user support for software, workstation, account, access, and technology issues requiring deeper troubleshooting. Work assigned escalations, aged tickets, and unresolved issues to support queue stabilization. Support onboarding and offboarding issues that exceed standard Level I process but remain within Service Desk scope. Review ticket quality and help ensure complete notes, status updates, and documentation. Provide guidance and troubleshooting support to Service Desk Analyst I staff. Recommend improvements to knowledge articles, standard procedures, and repeatable support processes. Participate in company-required training and service improvement activities. Perform other duties as assigned.
SUPERVISORY FUNCTIONS: This job has no supervisory responsibilities.
KNOWLEDGE, SKILLS, & ABILITIES:
Strong troubleshooting skills across common end-user systems, software, accounts, and access issues. Ability to work independently on more difficult tickets and escalations. Strong documentation and ticket management skills. Ability to balance queue speed, quality, and customer communication. Ability to support and coach lower-level analysts.
MINIMUM QUALIFICATIONS:
High School Diploma or GED equivalent, associate or bachelor's degree in computer science or related field is strongly preferred. Industry standard IT certifications such as CompTIA A+, NET+, or Microsoft can be used in leu of experience.. Two to four years of help desk, service desk, or technical support experience Valid state driver's license and be qualified to operate a vehicle under Calista's Driving Policy conditions. Ability to pass a background, drug, and reference check.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Calista Corporation IT team has a fast-paced, multi-tasking customer service-oriented office environment requiring a high degree of efficient and effective performance. Adaptability regarding schedule and task changes is necessary to accommodate changing priorities. Overtime will be necessary at times.
PREFERENCE STATEMENT
Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g). EEO STATEMENT
Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.
REASONABLE ACCOMMODATION
It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.
This job description is not an employment agreement or contract. 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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Yulista
Apr 29, 2026