Tech Support Representative

Hansen Gress Technical Support Representative

Hansen Gress has been trusted by local businesses in Juneau, Alaska to provide managed IT services since 2005; we are the oldest and largest managed services provider (MSP) in Alaska's capital city. Our client base has also grown dramatically and consists of some of Juneau's most recognizable businesses, including many nonprofit organizations. We interact with a wide variety of over 70 clients, such as helicopter tour operators, arts and culture organizations, healthcare practices, breweries, movie theaters, resources for survivors of domestic violence, fish processing plants, and more. We have a strong commitment to client satisfaction and strive to always teach clients how to feel more comfortable and confident with their technology over time. As a result of this foundation, we are growing rapidly. Over the past six years, our team has expanded from just 2 to 14 members, and just recently we've welcomed our 21st employee. The Role We're looking for Technical Support Representatives to join our team! In this role, you'll assist clients with technical issues and concerns across various channels, ensuring they receive clear and effective solutions. If you enjoy helping others navigate technology and solving problems with patience and expertise, we'd love to hear from you! Note This is an in-office position in the beautiful town of Juneau, Alaska. Relocation assistance is available for interested applicants.

What You'll Do

• Provide friendly and effective technical support, troubleshooting issues via tickets, phone calls, emails, and in-person interactions.
• Communicate clearly with clients to understand their concerns and explain solutions, offering process improvements where applicable.
• Respond to urgent support requests, such as approving software installations, procuring equipment, and managing licenses.
• Take on longer-term projects assigned by supervisors to help improve client systems.
• Collaborate with vendors on behalf of clients to resolve technical issues.
• Visit client offices as needed to diagnose and resolve technical problems in person.
• Offer support during occasional evenings and weekends as required.

What You Bring

• 1–2 years of experience in IT support, help desk, or a related field.
• A strong focus on customer service and a collaborative approach.
• Problem-solving skills, including the ability to identify patterns and suggest long-term solutions.
• A proactive mindset and willingness to ask for help when needed.
• Passion for technology and enthusiasm for how it can be used for social good.
• A curiosity for learning and growing professionally—we support ongoing training and certifications!
• Ability to pass a basic background check for airport security badging.
• A valid driver's license. (No personal vehicle required—driver policies apply.)

Compensation & Benefits

• Pay: $20–$25 per hour, based on experience and qualifications.
• Benefits: Health insurance (including vision coverage), retirement plans, flexible scheduling, and mobile device plan coverage.
• This is an in-office role in the beautiful town of Juneau, Alaska. Relocation assistance is available for interested applicants.

Why Join Hansen Gress?

We value our team members and prioritize their growth and satisfaction. Employees are encouraged to dedicate 20% of their paid time to professional development, including certifications, research, and team-building opportunities. 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.